> > > > Hi, > > > > Sometimes we want to get more information from our users. We hit > > reply, and they receive a email with: > > Assunto: [TN#: 10535] Re: ....... > > > > This is fine, but later, the user replies to this ticket, and a new > > one is created: > > Assunto:RE: [TN#: 10535] Re: ... > > The message subject is identical, only with a Re: before. > > but a new ticket is created (in this example, #10546) > > > > What am I doing wrong ? > > > > Check the queue settings in the admin-area. > What is 'Follow up option' set to? > Follow up Option: possible POP3 Account is trusted and dispatches to a specific queue ( don't know if its relevant or not)
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