https://community.hubspot.com/t5/Tickets-Conversations/Manually-merging-tickets-from-Servicenow/m-p/565415#M3102 <P>We have found that when external users of Servicenow generate an email communcation to our support email address, it creates a new ticket on our ticketing system.&nbsp;</P><P>&nbsp;</P><P>We did some digging, and the explanation essentially was that Servicenow does not reply in the same thread of emails.&nbsp;</P><P>&nbsp;</P><P>With Servicenow being used as a CRM tool for some major businesses now, I would have thought that other Hubspot users would have come across similar issues.&nbsp;</P><P>&nbsp;</P><P>We are currently having to manually merge tickets to ensure we have a complete timeline. Any help with this would be greatly appreciated.&nbsp;</P><P>&nbsp;</P><P>Many thanks!</P><P>&nbsp;</P><P>Matthew</P> Sat, 29 Jan 2022 11:25:13 GMT 04402 2022-01-29T11:25:13Z