Hi Leah, I cannot give you a complete report of the (dis)advantages of all possible set-ups. Others here might be able to do so. But I can tell you how we set it up: - We have one queue for all requests. - Tickets are assigned to agents. - All agents are allowed to update all tickets. - If an update from a different agent is necessary, either the ownership is pushed to this agent, or the agent receives a notification that his assistance is requested. - All agents can change ownership of the tickets to a collegue, who then sees it in 'my tickets' which is an overview of all locked tickets of the same owner. - Agents can mark a ticket as 'follow', in which case an icon is added with a star, indicating the number of followed tickets with unseen updates. Hope this helps, Sander