Email responding as replies from ServiceNow

[JStockel]

Hi,

We have a vendor, who sends email to one of our departments, creating an INC ticket for them. This vendor, seems to need us to simply "reply" to their conversation, instead of creating a completely new one with our ServiceNow notifications (Ticket created, commented etc.). Keeping it in one single email conversation for them, instead of creating new ones.

Is there any possibility to do that? We simply have the ITSM module, not some CSM solution. They are emailing our IT Service Desk email, which then forwards into ServiceNow, which created an INC based on inbound actions.
Anyone who have had to deal with such a lovely vendor and applied any similar solution?

[Arun_Manoj]

Hi @JStockel ,

Please check this link shared below

https://www.servicenow.com/community/developer-forum/i-need-to-add-the-reply-email-to-the-additional...

Please mark it as helpful, If the solution is fine.

Thanks

Arun 

[JStockel]

Hi, this seems to be the other way around, regarding inbound emails. I'm talking about outbound emails, being received by the external recipient, as replies to the emails they first sent... So, the "Incident has been created" notification etc...

[Sohail Khilji]

Hi @JStockel ,

Not clear with your ask can please explain the below  statement :

This vendor, seems to need us to simply "reply" to their conversation, instead of creating a completely new one with our ServiceNow notifications (Ticket created, commented etc.). 

[JStockel]

Hi,
Imagine you're simply emailing example@test.com. Then this email sends you something back, by clicking the "Reply" button in Outlook/Gmail etc. This is the logic that I'm trying to achieve here. That our response, is received as a Reply. Instead, what ServiceNow does here, when receiving this email (apparently), is that we're sending back a notification, which is seen as a completely new email conversation thread. Instead of sticking to the old initial one.

Was that more clear? Thanks.