This is a possible real life scenario:

User A sends an email to the Helpdesk and also copies in user B (CC) for further comments. Subject of the email is: Testing

Both, user A and user B will receive a ticket creation notification ie ##111## 

User B then has two optiosn:

1. when user B responds to the original e-mail sent by User A wit subject Testing, he will generate another ticket with ##112## and the subject of RE: Testing

2. when user B responds to ##111## ticket notification, Ticketing system will receive the message and add it to the conversation dialogue but there will be no notification to user A that such response has been made.

Statements / questions:

As far as I am concerned there is no clever way of getting system to identify above Option 1 and add User's B response to the ticket already created?

For Option 2 - why is the user A not receiving notification that user B responded to a ticket? Can this be enabled?

Regards,

Tom