While supporting a client, there are cases in which we have to create a ticket for a third party that provides support for the hardware. We have created a macro and a trigger so now, when the macro is used, the last comment in the ticket gets sent to the third party through an email target.
However, if the third party replies to the email, a new ticket will be created and then will need to be merged to the original ticket.
Is there a way to have that reply attached directly to the ticket?
In our case we only have this situation with one client and the third party could change the content or subject of the reply if it would help. For example, they would need to put the Zendesk ticket number in the subject.