Hi,

We are still setting up our ticketing system. We recently found out that the contacts that I (as an admin) imported was not available to the agents. Agents can't create ticket manually because tickets need contact name and the contacts don't appear to them unless, the "Contact Owner" field was transferred to the specific agent.

Questions:

1. What is the purpose of the "Contact Owner" field?

2. As an organization with multiple (20) agents, we all need to access all contacts, how can we do that?

Thank you.