@[deleted] Thanks for your input. With ongoing use of the system (admittedly just a couple of days in the 'live' environment now), it seems there must be a priority, but, between the message-subject that I was referring to previously and the message-id that you are referring to. The reason I say this is because if my staff create a new an email on their 'personal' account, e.g. staff@company.com, to be sent to osticket@company.com with an existing ticket-id in the subject line, then osTicket creates a new ticket instead of appending it to the existing ticket. It must be ignoring the ticket-id in the message-subject and parsing the message-id instead. If this is correct, I would suggest that this priority be switched, because staff/users can consciously choose to include the ticket-id if they desire, but they cannot influence the message-id.
