Hi Userscape crew,
I’m wishing we were able to have multiple assignments for a ticket and/or the ability to “follow” a ticket. For example, if a support tech escalates a ticket to me, I’d like it if the ticket still appeared in his queue so that he can see how I replied to the ticket, without me having to reassign the ticket back to him, which seems a bit clunky.
It would also be nice to be able to follow a ticket. For example, if I (as a manager) would like to keep tabs on a particular ticket, either because of escalation or for some other reason, I could be notified of changes in a ticket just as if I were assigned, but the ticket is still assigned to a regular support rep.
ActiveCollab, which we use for internal project management, has a concept of subscribers for tickets (and other objects), in case that’s useful for comparison.