Hello, After someone emails in and generates a new ticket, they get a response with a ticket number. If the customer then response to that email with the ticket number in the subject it creates a new ticket instead of appending the response to the ticket that was already created. I tried searching the email archives and could not find the answer to this. Maybe I am just not searching on the right words. I guess the first question is should the product do this. If so then where do I look in the configuration to fix it? I have searched now for quite a bit without success. -chrisl -- Christopher M. Lee christopher.lee@uboc.com Enterprise Server Engineering ****************************************************************************** This communication (including any attachments) may contain privileged or confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this communication and/or shred the materials and any attachments and are hereby notified that any disclosure, copying, or distribution of this communication, or the taking of any action based on it, is strictly prohibited. Thank you.