Two Kayako desks talking to one another

[Giray]

I use Kayako. My hosting company uses Kayako. My address on their desk is a piped in address to my desk. The problem, obviously, is that when I open a ticket on their site, it comes to me with their subject line hence reference number. My system considers it a new ticket and replies with a new number. Their system sees a new number and makes a new ticket. And so on and so forth.
Any workarounds?

[User Name]

Why would you use your helpdesk e-mail to open up a ticket with someone else?

[Giray]

Because on our side, we have several techs who need to talk to several techs over there. Pointing to individual addresses, on our side, negates the value of the helpdesk, again, on our side. Ditto, obviously, for our hosting company.

[jaga]

To get around that issue in my company, who uses email to submit tickets all the time, we added a patch to kayako so that it adds cc users of incoming tickets to the recipient list. The patch has been submitted to kayako for inclusion.