Im trying to integrate two seperate service desk systems - one ManageEngine ServiceDesk and another one (probably custom). The only way that I could gain this is via e-mail, but is not a problem for me to write some program in Java, which will fetch and parse incoming e-mail and put into servicedesk via API

I need to achieve:

- Same information on both systems in tickets (Priority, name, description)

- Working replies (so when someone answer on MESD, system generates email and send to 

My questions:

1. Is there any chance to match tickets not via ID but via UDF field ? It will be unique, because it will contain ID from external system.

2. Is there any chance while sending email to attach in subject 

3. How I can add reply to EXISTING ticket? I tried with email analyser, and I reached unsatisfying results:

a) Created new ticket

b) Didnt do nothing

c) Edited description instead of adding new reply. 

I modified @@ACTION@@ tag, but without success

Thanks.