We are working with few subcontractors that deliver solution components for customers. We sometimes need to open tickets to them.

Initially we thought to manage with 'forward' but it's not possible to forward a ticket (email) from Atera to a new destination address without copying the customer that opened the ticket. However, this is somehow incorrect as it need to maintain an association to the original ticket.

The solution would be opening a 'child' ticket from the original customer ticket toward a destination, that's the subco. The ticket will be 'company internal' but associated to the customer ticket.

So we could track the workflow and keep the control.