replies creating new ticket

[fallout]

I get an email that a ticket has been created, but when I reply through email it creates another new ticket. Is there a way to not create a new ticket if the email address is a tech responding to the original ticket?

[Klemen]

No, the techs (staff) must use the web interface to reply to tickets. Replying via emails will not be properly tracked for staff because it is too easy to spoof email headers and it could lead to issues/fake replies.

[fallout]

So no option for this even though we have this in a small contain environment?

[Klemen]

Any reply that comes from an email will be counted as a customer reply; there is no way for Hesk to track staff replies via email.