Generally speaking, Awesome Support only allows you to assign a ticket to one agent at a time. A ticket can be transferred to another agent but it is, by default, a single agent per ticket.
Starting in version 3.6. support for up to two additional agents is provided. They are called the Secondary Agent and Tertiary Agent. To use this feature you first need to enable it:
Once enabled, two new fields will show up in the Additional Interested Parties tab on the ticket:
Even without the multiple agents option enabled, any agent or administrator authorized to view the ticket could submit a reply, close the ticket or perform other ticket-related activities. And, any agent or administrator with access to a ticket can fill out data to add additional agents to the ticket.
However, by formally adding a secondary or tertiary agent is added to a ticket, those agents will gain some benefits. They will: