Hi Luke, in a previous role I've, with support from our devs, implemented a Salesforce support system. Moderators/Support engineers active on the community could, if there was a need to, create a support ticket from a forum thread. Automatically feeding back to the community user that a ticket was created, including ticket number and it will be picked up by support.
The other way around, we've created a search option within the community to search through support, documentation and community in one.
We've done many different projects where we have integrated things like Salesforce and Hubspot. For Nordic Semiconductors we created an entirely bespoke ticket application that integrates support engineers directly into the community. From this we created a generic Ticket Application that is used on the a recent Verint site that both 3 Sides and 4 Roads collaborated on. If you are interested, message me and we can give you a demo of what it can do.
