Is there a way to communicate with an external third party within the ticket (but not including the requester)? Follow

Q: I received an inquiry from a customer about a product and I need to check with the external manufacturer about it. Instead of putting the ticket to On-hold and talk with the manufacturer outside of this ticket, is there any way I can interact with an external person within the ticket without including the customer?

A: By adding the side conversation feature, you can interact with another person next to the ticket without including the requester. It can be linked to the original ticket so you won't get lost.

This feature is available as an Add-on. Please contact our support desk for more details.

For details about side conversation function, see About side conversation feature.