Emails responses to tickets sometimes create a new ticket instead of adding to the existing one

molul

Hi. I had this problem already in 1.8.x. It only happens with a couple of customers from China. Everytime they reply by mail to a ticket, a new ticket is created instead of adding the response to the existing ticket.Is it a known issue? Should I open a bug report in the repo? Whatever I can do to help you chase the issue, please let me know. I have the emails if you want me to send you the source of any of them.Thanks in advance!

ntozier

Are you using the ticket number in the subject line?Some email clients are non-RFC compliant and do not respect the message-id header tag which would result in extra tickets. If osTicket cannot match message-id's then it falls back on the ticket number in the subject.