A reply sent to an existing ticket via email should also be added to the existing ticket if both of the following conditions are met:
- Your help desk's email prefix (configured under Configuration\E-mail Settings as seen in the screenshot below) must be included in the subject of the email sent to the helpdesk.
- The ticket's ID (number) must be included in the subject of the email sent to the help desk. Without the ticket ID, Lansweeper can't know which existing ticket the email reply belongs to.
