Hi,

Is there a way to include the original email subject when replying to emails in ServiceDesk Pro?

We’ve noticed an issue when forwarding requests to external partners who also use a ticketing system. When they respond, the email subject might look something like this:

TICKET-71955 [Fwd: ##RE-84425## : Problem !!!!]

In this case, the first part contains their ticket number, followed by ours. However, when replying through ServiceDesk Pro, the subject gets overwritten like this:

Re: [Ticket ID: ##RE-84425##] : Problem !!!!

This change causes their system to create a new ticket instead of continuing the existing thread.

Is there a solution to keep the original subject intact when replying to avoid duplicate tickets?

Thanks for your assistance!