* We currently use a shared inbox in exchange 2016 (itsupport@)

* We have two extra (external helpdesk solutions) 

* We would like to integrate all the helpdesk into one solution.

So  how could we support following scenario:

* User is sending email to our itsupport@mydomain.com address => Creates a ticket in Zoho Desk

* Agent looks at the ticket and sees that it should be solved by external party

* Agent updates the ticket and sends an email to the external parties helpdesk system (Can you send emails out of Zoho desk to a different address ? eg. itsupport@thirdparty.com using for example our internal address itsupport@mydomain.com

* Third party ticket system sends back a ticket reference 

* Third party ticket system sends a notice that ticket has been solved

* Agent sees it and notifies the internal user

* Internal user checks the solution and all good

* Agent closes Zoho desk ticket?

Thanks a lot!