Requirements for Email Templates when using reply to ticket notification

In order to support email replies to ticket notifications being converted into ticket comments you need to make sure the subject line of the email template covers one of these following formats

Ticket Confirmation: #{{Ticket #}}
Ticket Change Notice (# {{Ticket #}}
Ticket {{Ticket #}} has been closed.
Ticket #{{Ticket #}}

You can include text and other helpdesk variables within the subject line


Ticket Confirmation: #{{Ticket #}} for user {{Customer Name}} in {{Site Location}}

This would make the email subject line show as

Ticket Confirmation: #2999 for user hsteacher in High School

**Please Note**

If the email template does not comply with the format it will create a new ticket from the email reply instead of adding it as a comment to the existing ticket