When a ticket is created it sends me an email saying the ticket has been created. When a ticket is assigned it sends another email to me. If I respond to that "asssigned" email and include the Requestor's email it will log my response in ServiceDesk Plus in the Conversations area of the ticket. If the Requestor responds it does not put that in the Conversation.

I have the system set up to automatically create a ticket when emailed so when the Requestor does a Reply To All it creates a new ticket. I want to be able to keep the email traffic between me (the Tech) and the Requestor logged in the Conversation area of the ticket.

Is this possible? It works for the first email mind you but all responses after create a new ticket. I can't figure out how the system knew the first ticket was a response and not a request for a new ticket to be created. I also can't figure why the system creates a new ticket instead of doing the same thing it just did. It doesn't appear to be based on the Subject line.