I am trying to figure out this problem that I am having with Plumsail HelpDesk setup.
All email replies to notifications are opening a brand new ticket with slightly different title, not adding the comments to the existing tickets.
This behavior is really frustrating. It seems to happen no matter what the subject line to the email is, whether “Re:” is removed from the subject line, etc. At one time, this worked properly - I see email replies in older tickets. Is there a subject line format we have to use in order to have this work properly?