Hi Guys, 

Looking to see if it’s possible to automatically merge incoming tickets by email based on matching terms in the Subject line.

For example, a ticket is created on the back of an incoming email that had “Test system 3 now active” in the subject line

If new email (not reply to original) came in later on with “Test system 3 now active” in the subject line could this ticket that was created automatically be merged with the previous ticket that was raised?

However if an email came in that said “Test system 4 now active” we would like that not to be merged with the test system 3 ticket and to create a new separate ticket. Would that be possible? 

I'm hoping that makes sense? :)