Hi there, I need help to address a new situation Generally, every mail containing a ticket number in the subject, is automatically considered as a follow-up for the referenced ticket. We have a particulare situation: for some kind of tickets, we receive automatic notifications from a partner of ours, which we would like to include in the ticket history. The problem is that mails do not contain the ticket number in the subject, but in the body, and this behaviour is not customizable. So, we would like to do something like this: every mail arrived from the partner's address, must be considered a follow-up of the ticket stated in the body. Any idea on how to approach this? Where to look for? Thank you for any suggestion -- Gabriele D'Andrea