Hi @SLuethi when you interact with your customers and they reply from their own ITSM tools, the sender address of those tickets would be the support helpdesk and hence the notifications and surveys etc would only be triggered to the helpdesk and not to the actual requester. As best practices we don’t recommend two helpdesk systems to communicate over emails as there are chances of email looping which would affect both the helpdesks.

The alternative solution we could suggest is to leverage APIs and build connectors between the helpdesks so in need of triaging tickets between the two helpdesks the API approach can be taken where the actual requester is the requester in your helpdesk as well. However in this route we would need to understand the availability of APIs and use cases in which your customers raise tickets from their ITSM tools and design a solution accordingly.

Hi Rajagopal, 

I realize that connecting ITSM tools is not ideal in the way that it is done in our setup. We recommended to the customer not to do it but it is their preferred solution. 

I solved in a different way. 

I have created a canned response which the engineers can forward to the email of the actual requester. While this requires some manual steps, I believe I can encourage them by offering incentives for receiving top box feedback. 

Thank you for getting back to me on this.