We are using the Project and Helpdesk Apps to manage the work from our Consulting and Support teams.

We have both pre-planned (Tasks handled by the Consulting Team) and ad-hoc / on-demand (Tickets handled by the Support Team) requests from Customers.

What is the best way to work with both? Although some Tickets can be solved quickly, others require the resources of the Consulting Team and we'd like a seamless handoff so nothing falls through the cracks.