Hi
We have started using JSM as our ticketing system. A 3rd party we deal with uses another system (FRESHDESK) and log their tickets via an email into our system.
Replies and updated from our system all go to their original ticket. However when they email us and update their emails create new tickets, and do not update the original ticket.
How can I get the system to recognise them as needing to update the original ticket? The subject line of their replies contains both their ticket reference and ours.
Assistance appreciated.
