Best Practice - Integrating ServiceDesk with SupportCenter

We're looking into on how to best have requests/problems that relies on internal as well as external (customer) workflows. i.e. a customer request escalates and gives cause to open a SD problem with a followup change etc.

There seem to be no obvious way to integrate the two products...

I'm looking forward to hear what ME suggests as well as the community, how do you guys do it?

Use Case:
1) Customer support recieves a ticket that looks like it's caused by some core component bug
2) Customer support escalates the ticket to a higher tier
3) Customer support - Level 2 identifies the issue to be just that; a core component failure and escalates to internal techs/devs
(missing link)
4) ServiceDesk tech takes the issue and works on it, finds a solution, proposes a change etc
5) ServiceDesk tech resolves and closes
(Now a flurry of cut'n'paste copying of solution data etc)
6) Customer support now noted that the issue was resolves notifies customer and closes ticket (simplified)

Hope u see the missing bits...

Regards
Danny