Two problems that may or may not be related.
- My client using FD forwards tickets to a 3rd party partner. Their support system inserts "[partner-support]" in the subject, and our FD is treating this as a new ticket submission rather than a reply to the existing ticket. This is the subject the 3rd party received from FD:
Subject: Ticket Received - [#91] Re: [partner-support] [#90] Bug in blah block, la de la not reported in status
- A reply from a customer on an existing ticket generated a new ticket. This is the Subject the customer received:
Subject: Ticket Received - [#94] RE: [#87] FW: Question regarding blah blah spec