When the ticket is locked, the red banner takes up about 1 inch (height) of screen. This is very valuable space given the amount of information shown on the screen. Could it not be a simple Unlock button??
Ticket locked information to be smaller - Comentarios / Feature Request - Deskpro Support
I agree. The Icon and "Unlock" text should just be red instead of black. That should be enough. No need for the banner. Sames goes for the "on Hold" status. This should just be a pause "||" symbol. both could be put in the same line where the user/organization is shown. or put beside the flag dropdown.