Customer support is a collaborative effort. Not all tickets can be resolved by support agents alone. On most occasions, inputs are required from multiple teams to troubleshoot a problem and resolve it successfully. For example, support agents might need the assistance of engineering teams, product managers or marketers to get a hold of the issue completely, before replying to customers. In situations like these, the ticket usually ends up being assigned and re-assigned to multiple owners, resulting in confusion among agents and long waiting times for customers.
To overcome this problem, helpdesks like Freshdesk allow shared ownership of tickets. The primary customer-facing agent is allowed to share ownership of the ticket with an internal agent from one of the other teams. This way, the main agent can stay in the loop throughout the process and keep the customer informed, while the other teams work on fixing the issue.