Hi, I was wondering if there is a way to accomplish this scenario. Here is an example of what we are trying to accomplish.
Let's say a customer opens a ticket concerning the status of an order, etc. Is there a way to send an email to our manufacturer to find out what the status of the order is on this particular ticket, within the ticket without the customer seeing that response/email. Then hopefully get a reply back in the ticket from the manufacturer and then we are able to send a response to the customer with the updated information we received from the manufacturer? Keeping separate conversations in the same ticket? And not allowing each of the recipients or collaborators to see each others responses?
Thanks in advance.
PS I'm on version v1.10-rc.3

Off the top of my head I can't think of a way.

Well maybe if you were to open a task. You would have to create an agent account for the email address for the vendor... and assign the task to that agent (and the new task email would be sent to the agent).

So you are saying to create a task and assign to the ticket. But how many tickets can I assign to an agent?
And by using the New Task for this ticket, how would I communicate with the manufacturer to send and receive emails for the answers?

I did try an experiment and when I replied as if I was the manufacturer, it just created a new ticket and did not attach the replied email to the task that was created in the ticket. Is there a way around that?

    Danielc1234 But how many tickets can I assign to an agent?

    As many as you want.

    Danielc1234 And by using the New Task for this ticket, how would I communicate with the manufacturer to send and receive emails for the answers?

    You would have to create an agent account for the email address for the vendor... and assign the task to that agent (and the new task email would be sent to the agent).

    Danielc1234 I did try an experiment and when I replied as if I was the manufacturer, it just created a new ticket and did not attach the replied email to the task that was created in the ticket. Is there a way around that?

    Oh I see you are running the release candidate. You should upgrade to a real version. When they reply to the task it should update the task.

          So everything is working so far as planned. Our main issue with it is when you create a new task and respond to the customer letting them know we are researching their issue, it moves the ticket to the answered tab. The ticket says it is still open, but moves it to answered tab anyway.

          Is there a way to keep it in the Open tab until we manually close it? Or maybe have it so when the vendor responds to the task, it notifies us, but not the vendor responding? It is getting a little confusing having it sit in the Answered tab, when it is really not completed.

          PS thanks for all your help.

          You're running an older version, but there is a toggle in Admin panel I think under Settings -> Tickets.
          There are a couple check boxes about answered and my tickets.

          The ticket is still open. That state doesn't actually change, but it has been answered. Answered isn't really a state, its like a psuedo state. It means that the last person that responded was the Agent and not the User.

          Again you should really upgrade to 1.12.

          Thanks for the update. Man I would love to upgrade this thing, but I have tweaked it out so much I am afraid that it might break something in the latest version. Does the 1.12 work with the latest php version?

          Assigned Tickets: Exclude assigned tickets from open queue. is not clicked
          Answered Tickets: Exclude answered tickets from open queue. is clicked.

          So even if I un-clicked the Answered Tickets part, it would not show up on the Opens tab?

            Danielc1234 Does the 1.12 work with the latest php version?

            1.12 supports PHP 5.6, 7.0, 7.1, 7.2.

            Danielc1234 So even if I un-clicked the Answered Tickets part, it would not show up on the Opens tab?

            If you unchecked Answered Tickets... it would no longer use the Answered Tickets "queue". They would show up under Open.

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