Is there a way to know if an agent has actually opened a ticket? I know it is bold until they respond, but what about if they just click it? I didn't know if OSTicket 1.10 had anything like that. Thanks.
This is not really a feature in osTicket at this time. Although you can use ticket locking so that if someone else has the ticket locked then others would see that the ticket is locked (because someone else is in it).