That's a feature easily configurable in the queue dialogue. Set 'Follow up Option:' to 'yes' and you're fine. Greetz Daniel ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brett Wells Sent: Donnerstag, 17. Januar 2008 23:22 To: User questions and discussions about OTRS.org Subject: [otrs] Email Creates new ticket and updates an existing ticket The problem that I'm having is this. A user creates a ticket via the web interface then gets a email confirmation and then replies to the email which updates the existing ticket in the system but also creates a new ticket. I need to find a way to make the system not create a new ticket on follow up emails from existing tickets. Thanks, Brett