We're having a bit of issues with a client that uses Zendesk, so I figured I'd try the forum to see if someone might have a suggestion/solution to the issue we're having.

The problem is that answers to new issues between the two helpdesk systems get put under old issues/threads, first on their side and then on ours as the old issue thread on their side still contains the ##<issueID>## in the subjectline.

The client contacted their support for Zendesk that pointed out that the incorrect threading seemed to be due to that the mail sent out from our ServiceDesk Plus helpdesk (From like ' Helpdesk@example.com'), and the mail header also has the helpdesk email in the 'In-Reply-To' field, rather than the message ID it's replying to or such.

Anyone had this problem before? Any way to solve it to make it easier on our helpdesk staff? 

Thanks in advance!

//Zangrey

Edit: We're running version  9.3  Build  9311

-- Example mailheader on a mail sent from ServicedeskPlus instalation, anonymised --