Our ServiceDesk is communicating with another ServiceDesk from a different company using Trouble Tickets/Incidents/mails.

The problem is, when there is an incoming email from that other SD, it also has the ticket ID in its subject, with the value ##TicketID##.

As per default, SD will try to add the incoming email, which has been fetched, to the appropriated Ticket/Incident with the specif ##xxxxx### ID. 

This will results, that incoming emails from that other SD, will be merged to existing tickets with the same ID in our SD. 

Is there a solution for this? 

Please let me know if any additional information are required, or if my issues is not described well enough. 

Best regards,

Ni