How does your support team stay aligned with engineering?

Hello everyone! 👋

I'm curious how different teams handle collaboration between customer support and engineering.
When a support ticket requires help from developers, what does your workflow look like?
Do you create a Jira issue, keep everything inside Zendesk, or maybe use another tool or process?

One thing I've noticed is that keeping both teams aligned can get tricky, especially when updates, priorities, and customer context need to move between systems.

I'd love to hear how your teams handle this. What works well, and what challenges have you run into?