When customers open a ticket via mail, the ticket gets created, we answer, then the customer via mail again and so it goes for some time. At some point the ticket is closed, and the customer starts a totally new questions answering the ticket, instead of creating a new mail with a new subject, so a new ticket gets created.
It is impossible to tell customers to do that because they are to lazy to remember. So it would be great if you could create/split a new ticket from the last ticket answer. Maybe at the place with the red arrow in the picture i attached.