Scenario,

User call us with an incident, we log it

IN-300

We can't resolve, so forward that to our 3rd party supplier, they also user freshservice.

Their instance logs it automatically at their end

IN-200

and sends us confirmation.

That confirmation updates our incident IN-200 !

Not incident IN-300 that we logged at our end.

Spoke to support, and they suggested we and the 3rd party create observer rules, custom fields, and Webhooks.

Surely not, if Freshservice are going to grow, this can't be the best way forward.

Is there no way to use the header information in emails to route them properly ?

Are we seeing something no one else does ?

We have the same issue and our 3rd party service does not wish to go down the path of creating webhooks and special fields etc.

Each reply that occurs creates a new ticket.