Email replies open a new ticket

Hooskbit

Hi everyone,
I was wondering why whenever an end-user replies to its ticket via email, the system generates another ticket instead of merging the reply into the pre-existing ticket. Is there any way to fix this? Thanks a lot.

ramrajone

Hooskbit
if the user modifies the subject line with the ticket number it would generate a new ticket, otherwise, it should just append it.

Hooskbit

ramrajone Hi, thanks for the reply, but the problems seems to occur even if the subject doesn't get modified. But I made a few tests also with different email clients, and I noticed that the problem occurs whenever 3 or more subjects are included. Really strange behaviour.