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Issue with 2 parties using Freshservice/FreshDesk

I have just come across an issue today where a 3rd party service desk for one of our clients is using FreshDesk and when they responded to our ticket INC-57335 with their reference [#INC-5974] in the subject line, this re-opened our ticket INC-5974 and attached the reply to the wrong ticket, which also meant the notification came to the wrong agent!


As more businesses adopt Freshdesk/Freshservice, this is likely to become more of an issue, especially for the MSPs.

This is a pretty serious issue I would think?

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