the Outbound Email API has been integral with our system, however normally this function is used in response to an existing ticket.
When we send an Outbound Email - it creates a ticket.
After the Outbound Email ticket is created, we have to Merge it with the existing ticket and then close that ticket.
I'd like to do this by API - it would be best if the Outbound Email can attach to an existing ticket, however I do not see this functionality on the API.
Another option, would be to merge the two tickets after the new Outbound Email ticket is created... however I cannot find this functionality either.