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