osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Ticket follow-ups with different email
I wonder if I can configure osTicket to only eval on the ticket id. I have many users that use email forwardings and osTicket creates a ne ticket for each answer/follow-up, e.g.: User creates a ticket with email [email]email@example.com[/email] but [email]firstname.lastname@example.org[/email] is only a forwarder to [email]email@example.com[/email]. So the ticket is created with [email]firstname.lastname@example.org[/email] an my answer goes to the address. But the the customer replies to my answer and ne new ticket is created because of a new sender (ticket id is still part of the subject).
Is there any way to change this?