If we forward a ticket to a supplier, we email their support address however when it is picked up by one of their team, they reply from their own email address. This creates a new ticket which we merge into the original.
We can, of course, merge the reply, however, this causes issues when we want to reply to the supplier as this is not possible from a merged ticket. We would need to reply to the closed ticket but this loses the activity trail.
What I would like is that any reply to our forwarded email to be added to the original ticket.
