Hello!
I'm currently looking for a new ticket managing system to replace the current one we use (Freshdesk) and I think OsTicket would fit our needs.
However, before I can make my decision I need help answering a question.
We receive lots of calls from customers where we are required to contact a third party and open a ticket there, wait for a reply and then get back to the customer. Right now every reply we get opens a new ticket but I would like to automatically merge the replies we get into the "master" ticket. I'll try to describe the workflow below:
- Customer calls in, 1st line cant solve the issue so we need to contact third party
- We open a ticket in third partys system, a ticket ID is generated (TICKET X)
- We open a ticket in OsTicket and place the external systems ticket ID in a custom form (TICKET Y)
- Any replies to the external ticket (X) will be emailed to us, is it possible to fetch these and automatically place them in ticket (Y) as a private note?
