Darshak Modi schrieb:

   Instead of ticket id/number, can the ticket be tracked by subject .
The customers generally do not include the id in subject line in any subsequent mails.

You can tell OTRS to check more than just ticket number to identify follow-up messages. In my (very very old) version of OTRS that's done with

$Self->{PostmasterFollowUpSearchInReferences} = 1;

Perhaps this helps you find out how to do it in your version,

    Susan
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