Our team is trying to be very customer oriented especially with the request we get from end users.  Many times the request we get are beyond our ability to resolve so we have to escalate our request to the developer of the application in question.

The problem is our developers are don't really need to interact with the customer, but if we assign the ticket we are no longer able to keep that request in front of our team for updates for the customer.

We are thinking about sending our devs task and our team keeping the ticket in our group, but there is no easy way to converse in the task or to get a notification when the devs have a question.  The only thing we get is a green icon when it is closed.

Does anyone have ideas of how we (my group) can control the ticket (request) but send or escalate an issue to our developers and stay in good communication with them and our end user?

Thanks,