My company is considering switching to SuiteCRM and as a Service Desk administrator i’d like to know your feedback and reviews about the Ticketing section.
It’s easy to understand when a ticket switch from a Status to an other?
is there the possibility to communicate to other Departments when you are managing a ticket?
Thanks to Anyone who will answer
Hey Luca,
Hope you are doing well.
The change of status of a Ticket is easy to spot but there are some features we can issue in a Workflow, for example when a ticket changes status we can setup a Workflow to send an email to the “Ticket Owner” stating the status changed, for the second question could you please give me an example as i didn’t understood xD.
Wish you a Good Day and a Warm Welcome to our Community 
The CRM we are using gives us the opportunity to create a Note, or starting a conversation between 1°help desk and 2°Help desk in ticket section. Every change can be notified to a User. Is there something similar in SuiteCRM?
Yes, for example you can create a note for that ticket and any helpdesk user can View it but i believe the best approach would be to do an internal update. The Ticketing System of SuiteCRM allow us to use an Internal Update if we do not want the message to be delivered to the customer
If we check this Checkbox any info we write in the Case Updates will just be viewable by HelpDesk, i think this is the best to share information inside the ticket.
Hope this helped
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