I'm really stuck and would appreciate any help.

It was working fine to one point... and I really don't understand what I changed that broked this : when a user now replies to a ticket using an email (like to add information), it creates a new topic.

Where should I look ?

Thank you for your help

When you say you don't know what you changed, are you telling us that you performed mods on your installation? If so then you should probably revert back to a stock core and add them back in one at a time until you figure out which mod broke you.

I had the same problem but have now fixed it. It's to do with the templates, in particular the Response/Reply Template. I had edited the subject header with some extra text and I believe that most of us who translate the templates will probably modify the subject header too so BE CAREFUL!!

To the OP: Change the Repsonse/Reply Template subject with ONLY:

%{ticket.subject}

That should solve your issue. I think the other template that you need to be careful with is the "New Ticket Notice".

Let us know how you get on.

Actually, after some testing, the # symbol is important ! I suppose that somewhere, it scans to look for the #, and whatever number that follows is the ticket number. Very limited :(

Thanks for the help !

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