They are linking to their login by the e-mail, then posting updates to their inquiries, and it sends an e-mail response back citing a completely different ticket number. The links work fine, but my customers are confused as to why the messages don't refer to the correct ticket numbers in their e-mails.
By the way, OS ticket is showing the correct numbers in the admin part, it's just not showing up correctly in their e-mails only when they append data to their original ticket.
Any help would be appreciated!
EXAMPLE:
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Message Added - (subject line is different than ticket number below...)
FIRST NAME, LAST NAME,
Your reply to support request #281242 has been noted.
You can view this support request progress online here: http://www.mydomain.com/view.php?e=EMAIL@DOMAIN.COM&t=281242(http://www.mydomain.com/view.php?e=EMAIL@DOMAIN.COM&t=281242).
ADMINISTRATOR
SUPPORT DEPARTMENT
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