Sharing tickets between two support suite installations

[IVRnet]

Hi everyone, our company recently purchased the Support Suite product and we have implemented it successfully. One of the companies we do a lot of business with also uses Support Suite. We provide support for them on certain issues, and they would like to be able to forward us tickets from their help desk. I have set up an e-mail queue for them which works, however we are having some problems. Their help desk has been around for some time, so when they forward us a ticket from their help desk, a new ticket is created properly in our system. However, when we reply, because our ticket numbers are much lower, their system appends the reply onto the ticket in their system which had that ticket number. I understand why it is doing this, but I am just wondering if there is any way around this, or if anyone has any ideas how we might go about sending tickets back and forth between the two helpdesks.

Thanks.

[AKL-MFCU]

I would recommend setting up a custom field that can be pulled from their ticket id when they send the e-mail (don't know if they can add it to their subject line or not) then you would get your own assigned id, but the subject would contain theirs. All you would have to do is then go into the code and remove the part that adds your ticket id to the subject and then all replies will still contain their code. However, i figure you still serve your own customer base so you would need ticket ids to still be generated for everyone else. To be honest, its a rock against the hard place but it would be cool if a database connector could be created where selected tickets could be "shared" with other databases or supportsuites.