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Hello,

almost all responses to sent replys are created as new tickets. I see a problem with the 70 character subject length. The system cuts off the trackid and create it as a new request for responses. How could we make the length of the subject 255 (the subject field in the database is 255 long)

I tired change lenght in new_ticket.php but no success.

OR

Maybe we have solution to identify reply with trackid in message body?

Changed 1,70 to 1,255 in
hesk\inc\pipe_functions.inc.php

line "$tmpvar['subject'] = hesk_input($tmpvar['subject'],'','',1,70) or $tmpvar['subject'] = $hesklang['pem'];"

and problem solved.

"almost all responses to sent replys are created as new tickets"

This was also bothering me. It ussually happens when somebody fills a short-form email alias on the form, and later replies from a different e-mail adress.

Hesk checks that the email sender is already registered with the ticket. If not, it starts a new ticket.

I disabled the following lines. The ticket ID is kept, even if the email is from a total stranger. (We are a small company. You might want to consider security issues.)

hesk\inc\pipe_functions.inc.php, around line 178;

Cegri is correct; to get counted as a reply, Hesk checks both the tracking ID and the sender. If the sender doesn't match, a new ticket will be created.

The solution posted should fix it.