Reply to Email Creates New Ticket

[Klemen]

For the email to be detected as a reply, TWO factors are considered:

1. the tracking ID must be in the subject of the replied email

AND

2. the email must be from the same email address as the one creating a ticket. So, if a ticket was created by john@example.com, then only replies by john@example.com will be considered replies to the ticket.

Also, note that staff cannot reply to tickets; only customers can (again, with the above two limitations)