We create tickets that get sent to a third party we work with and these generate a ticket on the third parties ticketing system. As a result when they reply the subject has been updated to include the ticket number from the their system.
What then happens is when we reply to this ticket the subject is sent as the original ticket title but then this generates a new ticket at their end!
i am thinking that i could use webhooks to update a custom field with the customers reply subject and then use this as the subject in the notifications back to them but i'm not sure how/where i can access the customers subject
Any ideas??