Looking for suggestions on what would be the best approach for this situation.
Currently Helpdesk\Sysadmin\DBA\Network groups are all separated into different tech groups.
The Helpdesk takes the initial phone call, creates the ticket, assigns it to the appropriate group.
The problem is if a user calls back and wants to add some information to the ticket since the ticket has been reassigned the helpdesk staff have no visibility into that ticket.
On the flip side of that we don't necessarily want the helpdesk role to have access to everything as that would just clutter their view and notifications get interesting.