When a request from a customer's ServiceDesk Plus system is sent via email to another customer's ServiceDesk Plus system, which creates a new request in there system. An automatic response is sent back with the new request ID. This response is not related to the first request that sent the email as this request id is not in the subject line. How do we solve this?

In the next step, customer 1 replies, now both case IDs are in the subject line, which means that customer 2 also does not receive the incoming email related to his case correctly. How do we solve this?

Both of them are loosing information when questions or other information is sent between them.

//Stefan

//Stefan