Using POP3 to fetch new emails, I have delete fetched messages enabled.
What's happening is that a user creates a ticket by email or by web form, then as the ticket gains some history to it, the user replies to the response from the support engineer and that reply creates a brand new ticket, while ignoring the original ticket (meaning that the original ticket does not get that reply inputted into it).
I have set up the templates to include the name of the support center within the 's (ie: ). When the system is trying to parse replies, will it only accept the ticket number within the 's and not any other characters?
Thanks for any help you can provide,
MDg
