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Hi,
I have a PowerShell script that automatically sends emails to external service providers in order to request the deactivation of user accounts in systems we don’t have access to.
The emails are sent from the same address (max.mustermann@contoso.com) and the subject line always includes the ticket ID of the already existing service request.
When the external service provider replies to this email address, a new ticket is created.

My question is:
Is there a way to add such a reply to the existing ticket as a note, or to merge the newly created ticket with the original one?

Hi.

Please ensure that the ticket ID in the subject is in the correct format:

[#INC-XXXXX] or [#SR-XXXXXX]

 

Is the response coming always from a different email?

 

Regards,

Are the square brackets and hash necessary? Or is SR-XXXXXX also okay?

And yes, the response are always from different emails.

Are the square brackets and hash necessary? Or is SR-XXXXXX also okay?

And yes, the response are always from different emails.

HI. Yes, they are mandatory.

Hmmm, you may encounter some issues if all replies come from different addresses that are not in TO or CC in the initial or original emails going out from your instance.

 

You need to ensure also such responses include the original MailID in the headers.

 

Best,

Yes, it's possible if your ticketing system supports threading via subject line or message headers.

To prevent new tickets:

  • Include the original ticket ID in the subject line, e.g.,
    Subject: [Ticket #123456] Disable account - John Doe

  • Make sure replies go to the same email address that’s monitored for ticket updates.

  • Some systems (like Zendesk, ServiceNow, etc.) support email parsing rules or threading settings to treat replies as updates, not new tickets.

If replies still create new tickets, check if your system allows:

  • Merging tickets by subject or sender

  • Email-to-ticket mapping rules

  • Or use their API to automate merging.

Yes, to merge replies into existing tickets instead of creating new ones, configure your ticketing system to:

  1. Match replies by subject line – Ensure the ticket ID (e.g., eTICKET:12345]) is in the email subject.

  2. Disable "new ticket on reply" – Adjust email parser rules to recognize replies and add them as notes.

  3. Whitelist the sender – Mark max.mustermann@contoso.com as a trusted source, if needed.

Exact steps depend on your ticketing system (e.g., Zendesk, Freshdesk, ServiceNow).

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