If you work together with lot of external partners you will face the situation in your IT department that most of your tickets will result in creating a ticket in an external 3rd party ticket system. So you have a lot of overhead on managing the status and answers from external systems.
Almost all ticket systems have Email as common “interface”. Is there a way to create groups/users that are connected to external systems via email.
Assigning a ticket to such a user will send a email to the configured 3rd party support email address and handles the answers. Normally you get back a confirmation with the external ticket number. Depending on configured rules the status of the internal ticket should change and notify the internal ticket owner.
To make this work there should be something to configure parsing of external ticket numbers from the subject and create templates for the mails and to the external system (e.g. to add customer number or support contract number)
Also a rule to parse status information from reply email is needed.