Can a ticket be worked on and assigned to more than one "agent" at a time. We have tickets that bounce from IT staff member to staff member. In our current system each IT staff member has a duplicate ticket under their name so we can accuratly (kinda) record time spent on a ticket by each IT staffer. We are looking for an easier solution to allow two IT staffers to work on the same ticket and share information .......
As of v1.7, you can assign a ticket to a team. Team members will have access to the ticket and can share information by posting internal notes.
Not exactly what you're looking for - but it might work in your use case.