Sometimes solving a ticket requires conversing with a 3rd party, be it a vendor, manager, or some other party. Currently, you can forward the ticket to a 3rd party, but once they respond, there is no way of continuing a conversation with them.
A feature to have a side conversation with a 3rd party would be extremely helpful.
absolutely necessary. I've already submitted several times as an extension request
+1 for this - Zendesk has this feature. Where we get requests or incidents from the business that need to go to a 3rd party supplier we would much rather raise from inside the ticket. Currently our agents are having to go back to email to liaise with our suppliers and that conversation is not tracked.