So my first post.Got OS ticket up and running just fine, was a smooth and easy installation for being free so thank you for that.We are still pretty much in Pilot phase for the ticketing and only a few Users have the links and email. we noticed when working these tickets, that OSticket isn't matching against any text to assign the information into the proper ticket when someone replys to the initial email OSticket sends out.Needless to say it stumped my boss how this is assigning incoming emails to the correct ticket on reply's.So I must ask how the system is associating the emails that Users are sending back in reply to the original when it is not looking in the Subject field or the actual body of the email, also we did not see anything "tagging" in the source of the emails... But my guess is OSticket is Tagging the replys at least somehow at the data level?

"we noticed when working these tickets, that OSticket isn't matching

against any text to assign the information into the proper ticket when

someone replys to the initial email OSticket sends out."If the person is not the ticket owner, or a collaborator on the ticket it will open a new ticket.The way around this is to assign the people as collaborators... or to add the ticket number to the subject line .  You can easily do this be going to Admin panel -> Emails -> Templates -> default template and editting the subjects to have: #%{ticket.number} in the subject.Q: So I must ask how the system is associating the emails that Users are

sending back in reply to the original when it is not looking in the

Subject field or the actual body of the email, also we did not see

anything "tagging" in the source of the emails... But my guess is

OSticket is Tagging the replys at least somehow at the data level?A: It matches on the email message-id (as described in the email RFCs), if that fails it looks for the ticket number in the subject, if that fails it creates a new ticket.

Awesome thanks for the answer I knew it had to be tagging somewhere I appreciate the response!

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