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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

email tickets

Hi We have just turned on the feature to allow the end users to submit tickets by email. All works fine except we thought the emails with the same subject would actually update an existing ticket already opened. 

Is this possible. or will each email open a new ticket.

Is there anyway we can get an email to update and existing ticket.

Many thanks

Johnny B


  • Emails are tracked to tickets by their unique message ID's in the email RFC.  You can also add the ticket number to the subject so that if it fails a match it tries to match on the Ticket number,.
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