Charmel Pace

Thank you for the suggestion 

The problem is that we do not only deal with clients but with other insurances. Each company has its own reference number and when we start a conversation we include ours. Once the other insurance company replies and adds its reference to the subject we are not aware of this change and thus when we reply ,the other insurance receives again the original subject (with our reference only) and thus it creates a problem for them.

Hello, 

Apart from customers our company also deals with other insurance companies, Basically both companies have their own references when communicating. When we initiate a conversation we amend the ticket subject with our reference and when the other company replies it includes its reference. Unfortunately, we do not see the new modification to the subject being that the subject of the email always reverts back to the ticket subject which as a result creates a problem for the other insurance company to match the conversation with the reference in its system. Can this be changed please ?

Hello, 

Can you please add the feature to create a child ticket but send the message to a customer (end-user) also? Our organization often needs to contact external sources in order to solve our client's queries and we need to keep track of these conversations also. A child ticket with an external source option would be of huge help!

Please consider this.