Notification loopback/feedback

[Maciej Szupiluk]

Hi,

I have soothing wrong in my config, but i can't figure it out by my self.

User sends e-mail to it@mydomain.com. Ticket is created. I got the notification e-mail. When I solve ticket or respond in ticket by PSA web site, user gets the response email.

BUT! I he responds directly to that email, PSA will create new TICKET!  Here is one example were one conversation created 4 tickets.

How to stop that madness?

(BDW, We use Thunderbird as e-mail clinet)

[Anne]

Hey @Maciej Szupiluk

Thanks for reaching out. If you add the #[%Ticket Number%]# in your Subject field your replies will go to the same ticket instead of creating a new one! 

Let me know if this helps solve your question and if you need anything else.

Thanks, 
Stefan 

[Maciej Szupiluk]

Ok, i get it, i cant have title of ticket that becomes a part o ticket tile and so one.