When we provide support to our customers, customer support agent need to transfer the ticket to testers, developers, projects managers and other employees in the company, the number of these employees may reach 40 or 50 persons, these employees could be contacted for a ticket may be once in a month or two.
Now we use internal email for communication, and this is not a good customer service experience.
I think you should have some type of add-on to your service, this add-on provides unlimited number of (internal) users, internal users are users who can only:
Of course the external paid agent can assign a ticket to an internal or external agent.
What do you think?