expert prepare an answer as a draft, and transfer back to project manager before it's sent to customer
Idea shared by Markus Gufler - 5/21/2020 at 8:01 AM
project managers (1st level support) accept all incoming requests.
For special demands, they transfer a ticket to an internal expert.

The expert writes his answer but does not send it out directly. Instead, his draft of an answer goes back to the project manager, who verifies the given answer is aligned with timeline/planning/budgets ...

I tried the existing "safe draft" function, but unfortunately, this draft restricts me to transfer the ticket back to First level support. So basically the feature request is to allow saved drafts being transferred back to the original first-level supporter

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