Clear unacknowledged tickets

It would be really awesome to have the ability to change messages from being cleared after being viewed to being cleared after they have been responded to by a host. That way, tech's have to respond otherwise the chat stays "Unread" There have been multiple instances where our techs clicked away from a message and it was cleared from the unread and they had trouble finding the computer again to respond. This feature would ensure that unless a tech has responded they message is left unread which will leave the notification dot active.