Ticket Reply Assignment

[tmcginnis]

It often happens that a customer will open a ticket with us, which is then assigned to a member of our team. At some point in the conversation, that customer will CC another user on the ticket (perhaps a vendor or another employee). If that new user replies, it creates a brand new ticket.

Please make it so these replies will recognize the subject line and/or message thread to determine whether to create a new ticket or associate it to an existing one.

Thanks!