How to track ticket when email reply but not create new ticket

[nguyentran]

Script URL:
Version of script: 2.8.2
Hosting company: local
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution: "Reply will create new ticket everytime" and reply mail will create new ticket loop"

Write your message below:
Hello All,
I config pop3 fetching on hesk system. But when reply mail from user, it will create new ticket. I have consuted topic viewtopic.php?f=13&t=6375&p=26918&hilit=tracking#p26918

And try edit code on pipe_functions.inc.php

Code: Select all

if (strpos($tmpvar['subject'], 'RE:') === 0)
	{
	return hesk_cleanExit();
	}

But it not work, with the above code, when user reply it not import data to already exist ticket.
I want to ask:
How do I reply to a message when the content is added to the previous ticket?

Thanks so much!

[Klemen]

To get email logged as a reply there are two requirements (should work automatically without any code modifications):
1. reply must have ticket ID in subject (it has in default Hesk ticket subjects, did you modify them?), AND
2. ticket reply must come from the same email address as the original ticket

Note that only customers can reply via email, staff must use the web interface.

[nguyentran]

Hi Klemen,
Thank for you feedback
The email reply same email send ticket. But it still create new ticket and not added content on previous ticket.

[Klemen]

Can you give me access to your help desk and a sample ticket (in private message), I will have a look.

[caygri]

tracking ticket meaning if client open and read ticket?