Request support mail with two theads
Greetings
I'm creating the service desk of an IT department. The department currently has a generic email where all requests of all types are opened.
I currently have the ticketing system linked to the email in which everything arrives. For all requests that follow a simple process, no problem.
However, it often happens that a reporter opens a ticket to the IT office. An IT guest requests the supplier's intervention directly and therefore forwards the user's reporting email to the supplier. Next the vendor responds and then, the same IT user responds to the initial guest.
This creates two email threads that cannot talk to each other.
How can I resolve this situation?
I attach a sheet identifying this case. Mail thread A is IT vs guest, while mail thread B is IT vs supplier.
