Hi there,
so I always understood the incoming emails to be classified as "Reply" type based on the below criteria:
- There is a recognized watermark
- There is a recognized "In Reply To" header or "Message-ID" within the headers
- The subject starts with one of the defined "Reply" prefixes AND contains a valid ticket number.
If none of the above is true, it will be classified as New. But I have a case now, where a ticket has been manually created (Case), then I sent a completely new email, WITHOUT any reply prefix in the subject, only having the ticket number in the subject. And it was classified as a reply:
But HOW? That Message ID could not have been connected in any way to the existing Case. IT only exists within this single new email.
This leads me to believe that Reply prefixes don't really matter, and any time a valid ticket number is found in a "New" email's subject, it will automatically be reclassified as "Reply"?
Has anyone done some research into this and can share their thoughts? Thanks!
