I want to add a new field (assigned to) in my tickets. This because I want that my user know who is attending the request. Is it possible?
I'm not aware of any way to do this via the UI. But you can go to Admin panel -> Settings -> Tickets, and uncheck "Staff Identity Masking:". So that each reply shows the name of the staff answering.
I have this option uncheck, but it doen´t work for my case... The end user have to know who is assigned to the ticket