I've been working on some modification to allow an agent to reply to ticket emails directly and have the client receive an email, the #1 feature request I get. That is all working. However, agents still can't reply to the "Ticket Assignment Alert" email as with other correspondences or even as the client can with their new ticket alert email. I tried adding the in the subject and "-- reply above this line --" in the body but it still will attempt to create a new ticket (which a filter rejects). Can someone help me understand how osTicket 1.10 determines how to route a ticket and if there is any way I can do this? In some old version threads I read about the bracketed ticket number but that does not seem to be working. Thanks in advance!