Having, I think, the same problem.
Any reply to the initial ticket notification by the one being supported creates a brand new ticket with each reply. This creates a new ticket number. Reply again? New ticket is created.
Any solution?
Using piping for incoming e-mail with hostgator, if it matters.
I solved my problem.. yeah!
Like the other above-reference post showed, I made the modifications to the pipe.php file that I found in the support directory under the "api" subdirectory.
I copied that pipe.php file to a temporary download file on my computer. Then I renamed the pipe.php that's still on the remote server as pipe.old in case something went wrong with my edit. If so, I can go back and bring back the original.
In the downloaded pipe.php I made the following change:
i modified pipe.php
from
$ticket=null;
if(preg_match ("",$var,$regs)) {
$extid=trim(preg_replace("/", "", $regs));
$ticket= new Ticket(Ticket:($extid));
//Allow mismatched emails?? For now hell NO.
if(!is_object($ticket) || strcasecmp($ticket->getEmail(),$var))
$ticket=null;
}
to
$ticket=null;
if(preg_match ("",$var,$regs)) {
$extid=trim(preg_replace("/", "", $regs));
$ticket= new Ticket(Ticket:($extid));
//Allow mismatched emails?? For now hell NO.
if(!is_object($ticket))
$ticket=null;
}
-------------------------------------------
then after making that change, I uploaded the fixed pipe.php back to the api directory.
Then, I realized that the problem might be that my support setup is writing to my people from admin@mydomain.com even though my support/ticket generating e-mail address is: support@mydomain.com
So, I went to my Cpanel and E-mail Forwarding, under Advanced, and then piped the admin@mydomain.com address to the same program.
So, whichever e-mail gets a reply from the end user, as long as the ticket number is in the subject line in those brackets, it will APPEND the existing ticket now instead of creating a new ticket.
This worked. No more creating a new ticket when replying to an existing ticket.
Hope it helps someone else, too!