How disable creating new articles to original ticket by email reply

[TckAdmInf]

Hello

I cant find any information about my problem. In my otrs system we often create new tickets by email message. It work great but problem is appearing when customer use reply option on email message, on which basis was created ticket. When original ticket has been closed in the past, sending new email message as reply on original email message causing then new article will create to original ticket, but it still closed and agent can't notice it. We prefer the otrs create new tickets for all recived email message istead grouping replies email messages to original ticket.

Somebody know how we can disable to group email reply messages and set up to create new tickets for all recived emails messages?

[skullz]

Admin > Queues > QUEUE_NAME > Follow-up Option

[TckAdmInf]

I never would have thound then this option will solute problem. Thank you very much !!!!