Since years, my company is using a shared mailbox for sending/receiving ticket updates to/from our network supplier.
We've been using Zendesk for a year now, and are quite happy with it! :)
But now I want to use Zendesk to handle these communications.
Creating tickets and sending updates work like a charm, but the problem is receiving ticket updates.
Our supplier uses a ticketting system that is not email-based (Siebel CRM). Updates from Siebel are sent to a FIXED email address. (which isn't very flexible)
Every time they send us an update from Siebel, Zendesk automaticly creates a new ticket, instead of creating an update in the existing ticket. If I'm not mistaken, this is because Zendesk expects an update to be sent to the generated reply-to email address, unique for every ticket?
So here comes my question: Is there a way for Zendesk to work around this? (knowing our supplier can only send to a fixed email address)
Could we use a trigger or API for this?
Thanks in advance for your ideas