Hi

We have two 1st level supporter witch should have contact to our customers.

But sometimes they have to ask our technical department in a ticket case. So we need a possibility for internal communication without that our customer can see that.

We tried a lot of different workarounds but don't reach a right solution.

If i set the guys of techn. department to a technican status in Jitbit, the get to much information and they can see all incomming tickets.

If I set them to a manager status in Jitbit, all the internal emails could see our customers.

Do you have a solution for this issue?

Possible workflow.

Guy Technical Department recieve an Email from Jitbit Technikal: I have a problem, can you help me.

Guy Technical Department can see all information of Ticket and answer via Ticket: Do this or that.

 Jitbit Technical answer to customer: Do this or that.

Customer can only see own messages and messages of Jitbit technical. Not Internal Communication.

I think, there are too much functions, rights and infos for Jitbit technicals, but to less for only Jitbit managers. 

Thank you