Our stakeholder group that uses service desk currently has a management team that would like to oversee all tickets that their service providers handle, but with SLA configurations, we can only assign 1 service desk manager per ticket. We would love to have more than 1 assigned/have a workaround where multiple SD managers can oversee the same request.

Our current workaround is to have the same login for 3 people (The management team), but this is not great as the email for escalation can only route to the one email (which is 1 person's email and not all).

This would be great if there would be a sort of ''team'' feature for Service Desk Managers, and not only have the 1.