How to attach reply of client by email to existing ticket?

[OvaleZ]

Hello,

the situation is follow:

1) client write an email to support@... and new ticket is created.
2) after creation of ticket autoreply was sent that "Your question are received and we working on it" or something else
3) agent review the ticket and write reply

Then is a question: if a client on step 2 or 3 reply to an received email then new ticket is created now. How attach the reply of an client to the existing ticket? I want that OTRS attach reply of client to the ticket created on step 1.

I think that is performed by configuring PostMaster Filters but what is an correct combimation for these filters in my situation?

Big thanks!

[crythias]

If client is replying to a ticket with the ticketnumber in the subject, this should not happen. If it's creating new tickets, it's because there is no ticket number in subject or (what do the logs indicate?)

[OvaleZ]

Yes, we reply on the mail without ticket number in subject.

So client should reply to 'autoreply' mail. Then ticket number is present in the subject.

Big thanks! This works.