Hi, I got a problem this morning. Our customer has forwarded our original reply to another contact, and that contact answered the email with an extra text added to the original email title. When this email came, it was registered as a new ticket, instead of appending it to the original ticket.
I have tested if the user replied directly to the email, even when they change the email titles, the system will not see it as a new ticket. But when the user forwared to another person and that person replies or forwards to our support, it will be seen as a new ticket.
I'm using version v.1.12.3