Mail reply creates new ticket

[TuberPlays]

Script URL: 3.2.5

Hey there,

I've a weird issue with mail replys to ticket mails.

If I answer a ticket in HESK, a mail will be sent to the customer with the subject "[TRACKING-ID] Your Ticket". Works fine. But if the customer sent an answer of this mail the subject will changed to "RE:/AW:[TRACKING-ID] Your Ticket]. When HESK fetch this mail, the original ticket "Your Ticket" will not be updated, instead there is a new ticket with the subject "RE:/AW:[TRACKING-ID] Your Ticket" created.

Any help to change this?

Thanks!

[Klemen]

The "Re" or "Aw" doesn't matter in ticket subject.

To be considered a reply and not a new ticket, Hesk looks for two things:

1. it needs to find the ticket tracking ID in the email subject: [#%%TRACK_ID%%]

2. the "from" email needs to be the same as the email address that was used to submit the ticket. For example, if ticket was submitted by one@exmaple.com and reply comes from two@example.com it will create a new ticket.