We have requirement POP3 is not supporting by Microsoft365 so for that we cannot create email account on ServiceNow that's why we came up with new solution in this when user send mail to IT team then IT team forward that mail to ServiceNow using forwarding rule, so problem is if user wants to provide more information and send reply email to IT team so it create new ticket instead of update because of forwarding rule.
for example: I've laptop issue then I send email to it team
And from it team it forwarded to snow and incident created.
Now imagine that if user wants to provide more information and send reply email to it care then t's create new ticket instead of updating it.
anyone have idea on this how we can solve this.
Thanks in advance.
