Plan requirement
| Subscription | Any plan |
| Access | Agent |
A ticket has exactly one assignee. That is deliberate, and the workarounds people want are followers or child tickets.
Why one
Shared ownership is how things get dropped. With one assignee it is always clear who is answering next, and every report on agent workload means something.
What to use instead
- Followers, when a colleague needs to watch and comment but not own it. Invisible to the customer.
- A side conversation, when you need something specific from someone and want the answer on the ticket.
- A child ticket, when the other person's part is genuinely separate work that deserves its own status and timing.
- A group with no agent, when the ticket belongs to a team rather than a person.
The case that is really about handover
Two people wanting to be assignee usually means work moving between them repeatedly. That is a routing question rather than a field limitation, and the fix is agreeing who owns which phase.
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