Hi,

We sometimes have users that (presumably) search their email inbox for the last correspondence with us and just hit reply - even if it's a 6 month old ticket... - this then re-opens the 6 month old ticket because of the ticket number in the email's subject.

Yes, it's easy to 'Split as new Ticket', but I'd like something automated to respond to the user saying "this ticket has already been resolved and closed, please submit a new ticket".

What's the best way to achieve this?

Thanks,

Ed