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3rd level integration / mail functions

we use FreshService in MSP mode and we transfere tickets which coming in by mail to another ticketsystem like which is hostet by Microsoft or Blackberry.

Now, the problem is: 

if me set the 3rd level as requester, and the 3rd level answere a ticket by mail, freshservice record this mail as "public Note", first, freshservice removes the ticket-ID in the subject from the secondary ticket system. Further we are not able to foward the responce from 3rd level native. 

Only copy and past is possbile, which is not a meaningful possibility.

So what we need is a more open way to edit ticket content, forward it and use it to communicate with the customer, with the 3rd level and internal in one ticket

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