Sometimes it is necessary for the agents to talk about tickets outside a ticket.
Do you think it would be a good idea to integrate a simple “chat” for the agents?
There is a tricky ticket and I would like to discuss it with my helpdesk team.
In this case, I would like to “click” a button to create a new discussion with a reference to the ticket.
Or there is a general topic and I would like to create a new discussion without a ticket but with the option to insert later a link to a ticket in to the note.
If I say “chat” I mean an offline system like the Tickets. One subject and each agent can write a note.