Task Creation by Ticket Threads
In a situation where a lot of technicalities are involved in the ticket then this technical section is allotted to the technical expertise/group. In accordance with the threads (thread wise) tasks can be added to the tickets to various agents.
You can create tasks with the required information and assign it to the dedicated agents with a deadline. Creating the task by ticket threads makes it easier to follow up on customer and the work as requested on task by you.