Hi there,

It is possible to have a conversation with a customer via a ticket and eventually the proposed solution isn't possible yet. Therefore you want to add it as an idea in the Community, available and open to everyone that is in the community, so you can keep track of votes. The customer has already put a lot of effort in the ticket and is too tired to add it in the Community himself. If you add an idea for the customer, the customer won't get the updates via email.

It would be nice if you can open a ticket to everyone in the community.