How to organize work with the support team?

Question

Work organization

We have a small product. There is a development team and there is a team of administrators (support) on the site.
The support team has problems that something is not working, or they are approached by users that something is not working.
Now the development team and the support team communicate through a Skype group. What is terribly inconvenient, calls are lost, scattered, not structured and not prioritized.
We do not want to give access to the bug tracking of the development team, as they will start very non-technical tasks.
We started a Trello board for them, but they continue to write to the Skype group, as it is easier and faster for them.
What is the best way to resolve the issue of communication. commands and admin commands?
Which tools are better to use for communication, for automating the establishment of reports from administrators?

Answer 1

Remove support from Skype group

Answer 2

1. Communicate only in Trello.
If you need to resolve the issue faster - technical support calls by phone, then the support employee writes in the Trello ticket what.
2. "Agreed on the phone about ....."

Answer 3

Write a detailed workflow called "Customer contact to technical support".
Based on this, choose a tool.
Chats (skype, whatsup, etc) are not effective, disable them.
Discuss tasks individually, Trello has comments inside each card.