You might experience an issue where replies from customers or clients are creating new tickets instead of getting appended to existing tickets. This condition occurs when the subject line of the ticket does not contain the ticket ID (e.g., [#Ticket ID:]).
In Kayako Classic, email replies are appended to existing tickets if they pass a series of checks. The checks performed are explained in the Appending Email Replies to Existing Tickets article.
To prevent replies from getting created as new tickets when ticket IDs are missing from the subject line, you need to enable the 'Search for ticket ID in email body' option so that the helpdesk will search for a ticket ID in the body of an email.
NOTE: You need admin access with "manage helpdesk settings (system-wide settings)" permission to perform the following steps.
- Log in to the admin control panel.
- From the Home tab, click Tickets and click Settings.
- Under the EMAIL SETTINGS, select Yes on the 'Search for ticket ID in email body' option.
- Click Update to save the changes.