Is it possible to have a private mail communication in a helpdesk ticket with a 2nd level support or development team member without the customer being able to see the communication in his ticket online view?
We sometimes discuss helpdesk topics with a development team member at the manufacturer. E-Mails sent to the developer were also sent to the customer (follower of the ticket) and the replies from developer is also sent to the customer.
It would be nice to have a private communication channel there. To share the ticket is not the right way, because there is no discussion possible and using mails, support both: our helpdesk within odoo and also the helpdesk solution used by our (different) manufacturers.
Thank you Dishant, but that doesn't match our needs. That only works in a one company situation, ecerybody from helpdesk over 2nd level support up to development using Odoo.
We're a reseller of different software products from different manufacturers. That's why we need email (to external recipients) for communication.
Probably, this tool - https://apps.odoo.com/apps/modules/18.0/internal_thread - might be helpful