When someone replies to an email that created a ticket, it creates a new ticket. Looking at the headers the message IDs are different, but the Reference_IDs are the same. From another thread they mentioned the process is as follows:
Step 1) System checks Subject for ticket number, Step 2) System can't find subject for ticket number, System checks Message-ID, Step 3) System can't find any Message-ID that matches a ticket that is already created so it moves on to Reference-ID, if there is no matching reference ID with an already created ticket then the email is treated as a new ticket
Question is where can I verify that my deployment is set up this way?
