I have set up the support mechanism on Uknowva and our clients have started using the same. The only issue we are facing is if someone from my team replies to the ticket from another email client like Gmail or Outlook then the system is creating a new ticket inspite of keeping the ticket number # in the subject of the email and keeping a copy to the support desk (i have set up as
I believe that the system is not only reading the ticket number from the subject line, but also it reads the "from email id" if the email is not sent/replied by the person who has created the ticket then system treat it as a new thread and creates a new ticket. I truly believe if the check to read the From gets disabled and system only reads the ticket number from the subject then this would have been of much more use.
Please have this done. ping me if required any further detail on this.