The email that the client receives has a subject header line that starts like this:
[##${Cases.Request Id}##] Your ticket has been created
Is there significance to the exact format and order of things:
In other words, does the Ticket ID need to be in square brackets and surrounded by double-# and appear at the beginning of the subject?
Is that used by the system to append comments, etc. if the client elects to reply to the email?