If a customer has had a ticket Shared with them, this should also show up in their profiles under tickets so agents know which tickets have been shared with the customer. This is better for auditing so we know that a customer has been involved in a ticket. OR having the ability to have multiple Requesters on a ticket would be much more beneficial. We need to have a clear idea of who got what access when and not having these tickets appear in each requesters profile makes it much more difficult. It also means we then have to go through and sift through all the tickets trying to find the one in question.
If a person has been added to any fields in the system, this should collate on their profile in some way so that as Agents we are clear as to which tickets name the customer in it, regardless if they are the requester or not.