How do I discuss a ticket?

[sameer]

We are working on configuring our new Kayako license. Typically our support process works like this:

- User creates a ticket asking 2 questions
- Specialist A answers Q1 internally through draft response
- Specialist B answers Q2 internally through draft response
- C takes all draft responses, creates a consolidated response and sends response to customer.

How can we have all the internal communication (draft responses & internal attachments) about the ticket?

[PeteV]

web interface: via Notes, but this is very limited (e.g., no attachments)

e-mail (parser): not possible

eSupport does not handle internal communication very well at all

[sameer]

Are there addons or plugins that can do this? Support attachments with notes?

[Andrew Scott]

On marketplace you can find several modules that work with assignments, attachments, some of them are free, some of them not. Anyways some of them will help you with your question.