IT Ticket System - Communicate with Ticket Submitter

[tjw3 (Travis)]

I am exploring utilizing Monday.com to replace our organization’s internal IT ticket system. In theory, I would like to create a board to manage these tickets, and add a form for our other employees, some of whom are not Monday.com users, to be able to submit a ticket via the form. However, we typically need to be able to correspond with the ticket submitter, to ask clarifying questions or for more information, and we need that communication to live within the item/ticket. I am not seeing that there is a good way to do this, aside from the Email & Activities widget. I am being told that this widget is only available if we subscribe additionally to the CRM platform. We use the ‘Work Management’ workspace and are not in sales and have no need for a CRM system. I am trying to figure out if it’s possible to accomplish what I described within the Work OS side. Any thoughts?