I have now setup three different departments, all with a core email address for the customer to email.These emails are not used by staff, they are just used to receive email enquiries so that OsTicket can register that a ticket has been opened.I have been testing by getting my staff to reply to their ticket and copy in the core email in the hope that this would add the reply to the ticket thread. For example the customer emails support@ and john@ (staff member) gets a ticket notification. Then john replies to the customer, whilst copying in support@, with the ticket number in the subject.Unfortunately, all that happens is that a new ticket is created, instead of the system understanding that this is a continuation of teh previous thread.Please can you advise how my staff can respond to the ticket via email, whilst the ticket still logs the responses in the original thread. Or if teh above should work, can you point me towards what settings might be preventing it from working.I really appreciate your help here, sorry for the long winded explanations....
