We have a situation where we want to create tickets for alerts received from another PSA.

The tickets are currently creating fine, but the replies received to that ticket is not getting merged. We tried using custom function "Auto Merge Tickets with identical Subject and Contact" however, it appears it's not possible to use that since the ticket contact and the subject is slightly different. See below. 

Received from: admin"<admin@nXXXXX.com>"

Subject: Re: [T1253] Alert: Hadeed > Springfield - HQ: HADEED-DC Agent Status Failed

We also see failures such as below in the custom function.

Any help is greatly appreciated.