I have the system setup to fetch emails sent support@domain.com, it then generates a ticket which is great. However, when the user replies to the email it goes back to support@domain.com and generates a new ticket instead of updated the existing ticket. Is there a setting to allow the existing ticket to be updated with the reply? I searched everywhere for this and was unable to find a solution. I found this article but unsure if this applies to my situation.

Help us to help you by adding some more info about your osTicket installation and if you're using default email templates and so on:

http://forum.osticket.com/d/discussion//please-read-before-requesting-assistance#latest

Hey guys, I figured out what the issue was. I was replying to a notification from the system that I had a new ticket instead of replying to the message itself. Sorry for the trouble. I'll include the version and the extra info you guys are requesting next time.

Sounds good.  I'll close this and mark it resolved. :)

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