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?
