Hi,
We are facing similar problem.
Customer sends email to support id, with CC to 3 other emails (A,B,C).
New Ticket is created and autoresponder sent to customer email.
One of the 3 other emails does a 'reply all', e.g A
osTicket thinks it a new request, creates a ticket and sends auto response of new ticket to A
What we were looking at is that any reply from A,B,C should be added as a thread to the created ticket. Is this the way it should work ?
Regards
Shyamal