Scenario: I have a support and implementation team. When a ticket requires, I want to send the original ticket to implementation to handle their task. The issue is that, in much of the reporting, the ticket disappears from the support group's statistics. I can see agent activity and such, but simple items like backlog does not show anymore.
So, if I have a ticket for 2 days with a member of the support team, then assign it to the implementation team, it shows now as having been in implementation's backlog for 2 days. SLAs seem to update and it doesn't show achievement/breech based on where it lived then.
Am I seeing this right or am I missing something? I tried side conversations with tickets but I don't want to include the customer in yet another ticket that they didn't open.