It is quite common to have two or more agents working on the same ticket together. This is currently not possible in Freshdesk and it's a big annoyance for us. We only recently started using Freshdesk, and I'm afraid this might become a deal breaker for us.
Any hope that this will be implemented soon?
Hi Kristian,
Our shared ownership of tickets feature might help you. Give it a spin and let us know if it helps.
Cheers,
Arvind.
It is exactly what we want, but we unfortunately don't have the necessary license plan. I think shared ticket ownership is a fundemental feature of a helpdesk so it should belong on a more reasonable plans as well.
Hello everyone,
Shared ownership which is a part of our Advanced ticketing module is available from the Estate plan onwards. Please write to us at support@freshdesk.com if you are interested in evaluating our higher plans or considering getting feature add-ons to your existing plan.
Cheers!
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