reply stuff by email

[karol]

Hello,

I am using HESK 2.4.1 and start using POP3 to collect the tickets.
It is working if client would like to make a ticket by email.
Problem is when staff would like to reply by email. Then HESK create new ticked but should add to the same ticket as a reply from staff.
For example:
Client create ticket with ID H25-17N-PSV4 after that staff reply from HESK portal on it.
Client created reply from email (subject consist the ID number as [#H25-17N-PSV4])
It was registered in HESK as a reply on ID H25-17N-PSV4.
---till this time is correct----
Now Stuff want to reply by email on client reply (subject consist the ID number as [#H25-17N-PSV4])
But HESK create new ticket ID 8LX-ZDG-Z6X9 and assign it to another person from stuff.
HESK not register the reply under the same ID ticket.

What is interesting:
If staff and cleint is the same person (I simulate it on my person) our (me as a client and me as a stuff) email conversation is registered in HESK under one ID ticket. HESK doesn't create new ticket ID

Br.
Karol

[Klemen]

Please see my reply here:
viewtopic.php?f=13&t=4258&p=18634