Currently, we use Zammad for software development projects as well. It is often the case that a ticket involves extensive discussions between developers, other stakeholders, and customers. This can lead to a ticket becoming very long and unwieldy, especially for larger projects.
Although we can use the “Parent/Child Relationship” feature to offload discussions to other tickets, this method is often too cumbersome for customers and stakeholders. This can lead to misunderstandings and complicate communication.
Proposal/Request: It would be helpful if, directly under each reply within a ticket, there were an option to create a second level of discussion. This second level would relate to the specific reply under which it was created. This way, multiple discussions could take place within the same ticket without making the ticket itself overly cluttered.