Reply threading fails for "New Reply Received"

We've appended  - {{ticket.subject}} [#{{}}] to the subject of every email sent through the system.  Everything appears to thread properly EXCEPT:

When an agent replies to an email with the subject:

New Reply Received - {{ticket.subject}} [#{{}}] 

From Email Notifications: Agent Notification / Requester Replies to Ticket) 

This appears to be the only instance that the threading fails.  Suggestions?

1 Comment

Hello Ginger,

By default , any reply from the agent should get added as a public note in the same thread. We've raised a support ticket to investigate this issue further.