Email/Ticket Mapping

Seb178

Hi all,
I have two questions about mapping incoming emails to existing tickets: we have a recurring situation where a secretary responds to a ticket that was opened by their manager. In this case, the subject with the ticket number is kept, but the sender address is different. These responses then create new tickets instead of being mapped to the existing ticket. Therefore, the mapping does not seem to be based solely on the subject line of the email with the ticket number. Can anyone tell me what other factors (e.g. sender address) are relevant for the mapping and if it is possible to adjust these factors somewhere?

Thanks!
Seb

KevinTheJedi

@Seb178

Main matching is done by the Message-ID and References headers in the incoming email. It's likely the User is not replying to the email rather creating a new email in response which doesn't have the appropriate References headers attached.

Cheers.