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Level 2 support

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I want to create a First level support and Second level support on my helpdesk.


I have created a department Support visible for clients and a department SupportL2 hidden for clients.


The level1 support can transfer tickets to L2 support. But L2 support technicians don't receive an email when a ticket is transferred to the L2 department.


Now my question:

I want that the L2 support can answer tickets to clients, but then with the same emailaddress as the support department. So when clients reply to the email it will be piped in again on the support department. Users are not allowed to immediatly email with level2 support.


Are there users of WHMCS who also use level1 and level2 support? And how do you manage that?

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