My resolvers work on shifts and there would be times when another resolver would work on / reply to the same ticket especially if the other resolver is off duty. I want to be able to track who manages a ticket if there are multiple people working on one ticket and see a time stamp in it.
Example reporting would be:
Ticket #: 123456
09:00 - 09:15 - Agent ABC - Assigned the ticket
11:00 - 11:10 - Agent XYZ - Replied to the Customer
13:00 - 13:05 - Agent LMN - Resolved the ticket
In a ticket you can click on "show activities", which gives this information, but I assume you want a report.