Tickets created from email via POP

[thecaptainjs]

From my testing, it seems that replies will not always add to the existing ticket.
if I created the ticket and I reply it will be added to the existing ticket, but if anyone else replies to that email it will not add it to the ticket, it will create a new ticket.
Any reason for this?
is this intentional behavior?

[Klemen]

To make sure the email is added as a reply, the email subject needs to contain ticket tracking ID in the [#ID] format, for example: "Re: [#ABC-DEF-GHIJ] Ticket subject"

This is the default HESK format for email subjects. Without the tracking ID HESK does not know that this is a reply so a new ticket is generated instead.

[thecaptainjs]

Absolutely, in my tests every reply had the full ticket in this format: [#XXX-XXX-XXXX]
However only the replies from the email address that created the ticket were added to the existing ticket. all others created a new ticket.
Looking at the code, this appears to be where its matching the address.

Code: Select all

	        // Do email addresses match?
	        if ( strpos( strtolower($ticket['email']), strtolower($tmpvar['email']) ) === false )
	        {
	        	$tmpvar['trackid'] = '';
	        }

If I commented out this, i am guessing it would then work?

[Klemen]

Yes, that should skip the matching email check.