Different tickets get resolved differently. Sometimes, resolution of a ticket may be dependent on more than one agent or team. Maybe someone from Finance ha...

To set up Shared Ownership, you need to map internal groups to corresponding ticket statuses based on your workflow. How to map internal groups to a ti...

Assigning Internal Agents and Groups using Bulk Updates: You can also use Bulk Updates to assign a selected set of tickets to an Internal group and agent...

You can keep track of the tickets with Shared Ownership enabled from the Tickets page. You can see all the tickets that are shared with you, or the tick...

Certain automations rules that run on ticket updates can remove Shared Ownership, so here's a quick guide on circumventing those rules. How to creat...