We need to have some agents act as relationship managers for tickets - the tickets are first assigned to them, and then they assign it to other departments. When the responsible department resolves the ticket, it is assigned back to the RM to reply to the user.This would mean that the RM would have an overview of all of "their" tickets, even after they are assigned to other agents/teams.One solution is changing the owner of the ticket from the actual user to an internal agent-user, and then changing it back to the actual user before final reply. However, this is too complicated.Did anyone else have the same requiremend and managed to solve it?