Yeah, I'm pretty sure I need to alter the source. And that is exactly what I need, to add the email message to the more recent opened ticket (from this same email) or create a new ticket with it.I'm very new to OsTicket, so I'm not sure how it handle stuff and this lack of understanding about the flux makes it more difficult to find the code related.As I said before, I believe I can just tap into the loop around the line 808 of class.tharead.php, that is where it looks for a e-mail arriving, grabs its message-id and looks for a open ticket to tie-in. But I was imagem that if I find where OsTicket applies the "Ticket Filter" rules, maybe it would be a better place to add what I need, as a rule. But I'm not even sure about that assumption too.While I'm trying to understand it here and try to find the related code, if you have any thoughts I'm all in to read. :)Thank you