This article provides relevant information that explains how email replies are appended to existing tickets.
Email replies are appended to existing tickets if they pass a series of checks. The checks are performed in the following order:
- Kayako checks for the ticket ID in subject with the correct format, i.e., [#Ticket ID:]. If found, the reply gets appended to the existing ticket.
- Kayako searches for the ticket ID in the body of the reply.
Note: This check is only performed if you enabled the Search for ticket ID in email body option.
- Finally, Kayako looks for a colon symbol (':') with the existing ticket subject from the same user. If it finds a match, then the reply is appended.
For any discrepancies when replies are added to existing tickets, you can look for the attributes above in the parser logs for those tickets.