We are having issue with clients writing us 3-5 emails regarding the same thing doing evenings/weeekend, without writing it in the same ticket. It is 99.9% of the time the case. And we then spend time on helping same client 2-3 times.

I did like to modify the code, so if the user have an open case, any email from that address, is imported into an active ticket.

I have found, that i might have to do some cahnges in the file function lookupByEmailHeaders that is located in the class.thread.php, by adding my own check after the normal checks.

Just before return null; i have added the following code:

if($mailinfo['email'])
        {
          $user = User::lookup(array('emails__address' => $mailinfo['email']));
        }

so far, so good, but then i get stuck. Now i need to find, if there is any open ticket by this user and if there is, return the ticket so that the new email is also imported, even that the subject is not matching.