@Sanjeev this is the latest, right?

I am running community skeleton v1.0.13

Kind regards
Jens

@Sanjeev Thanks for baring with me.

I just tried to set this up. I added an e-mail address as colaborator to an issue.

What happened was that the colaborator did get a message to create an account in uvdesk. They did not get the actual message and could not reply via email

Could this be a setting I need to switch?

Kind regards
Jens

Ok I understand. Thanks for clearing up my confusion @Sanjeev

So to add a colaborator can I add any email address as colaborator and they can reply via email or do i need to make an account for the colaborator so that they can log in?

If i am running uvdesk lets say support@company1.com and my colaborator is running their own instance of uvdesk lets say support@company2.com. Can i then add support@company2.com as colaborator and everything will just work?

Kind regards
Jens

@Sanjeev interesting
If we add a colaborator will their reply to the message get sent to the originator or is it possible for us to have a hidden conversation with the colaborator within the ticket so thqt we can rephrase the reply to the customer?
For example matbe we need to discuss with the colaborator and send the conclusion only to the customer?
Kind regards
Jens

If we receive a ticket from a customer but we cant handle the ticket ourselves. Can we escalate it to an external party and reply to the user when the external party has replied to us?
Is something like this possible with uvdesk?