We use Freshservice in Managed Service account mode.
We provide support for business to business customers and our helpdesk have been using Freshservice for many years now.
One of our customers has recently purchased Freshservice to handle tickets from their own customer base, and they want to escalate these to us when the time is right.
However, as we probably all know by now, there is an awful email looping created when two Freshservice systems talk to each other, between new ticket acknowledgements, and closure surveys. And I gather from support there is still nothing in the road map to cater for this at Freshservice.
Has anyone else in the community encountered and worked around this issue?
We still want to send closure emails to our other customers, and in fact this customer still needs to know when we have resolved/closed a ticket.
I would welcome any suggestions!