It is quite common to have two or more agents working on the same ticket together. This is currently not possible in Freshdesk and it's a big annoyance for us. We only recently started using Freshdesk, and I'm afraid this might become a deal breaker for us.
It is exactly what we want, but we unfortunately don't have the necessary license plan. I think shared ticket ownership is a fundemental feature of a helpdesk so it should belong on a more reasonable plans as well.