osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Understanding message threading
The back and forth conversation between the support agent in OS Tickets and the client via email works.
All replies are added to the ticket.
Without getting into the details, I am running a somewhat unusual application of OS Tickets (without making any changes to the OS tickets code).
The back and forth emails are passed through a separate, custom web app.
In the process, the replies from the client to the support agent are not getting threaded correctly.
The replies end up as new tickets, rather than associated with an existing ticket.
Can anyone tell me how OS tickets keeps the thread together?
I suspect that there is a line in the email header that links the relies to the initial ticket.