Overview

This article provides relevant information that explains how email replies are appended to existing tickets. 

Information

Email replies are appended to existing tickets if they pass a series of checks. The checks are performed in the following order:

1. Kayako checks for the ticket ID in subject with the correct format, i.e., [#Ticket ID]: . If found, the reply gets appended to the existing ticket.
   
   
2. Kayako searches for the ticket ID in the body of the reply.
   Note: This check is only performed if you enabled the Search for ticket ID in email body option.
   
   
3. Finally, Kayako looks for a colon symbol (':') with the existing ticket subject from the same user. If it finds a match, then the reply is appended.

For any discrepancies when replies are added to existing tickets, you can look for the attributes above in the parser logs for those tickets.