We change the status to "On hold" and the request is sent to the queue. In order not to forget about the request, we set up the rule: if colleagues do not comment within 2 days, a reminder is to be sent to the support team. When accounting team adds comments, the status and responsible agent are updated automatically, and the request "moves" back to support queue.
Thus, when more than one team works on a ticket, it is important to keep the process under control and save the history of changes. It is essential to be able to monitor the progress of the ticket and who is responsible at any time.