In our company we have a FreshService account for internal support and several FreshDesk account for communication with external requesters.
A problem we are facing with this setup is that when starting a conversation in FreshService and sending a message to an adress in one of the FreshDesk accounts, the replies always create a new ticket.
I´ve tried to add the ticket subject in the FreshService ticket subject, i´ve also added the ticket URL and ID in the ticket descriction but since the FreshDesk reply adds the FreshDesk ticket ID in the subject a new ticket is always created.
Does anyone have a solution to this problem? All tips are welcome!