For both manual and automatic conversion it is possible to add incoming e-mails to an existing ticket. Refer to the Folder HelpDesk manual for detailed information.
If you convert e-mails to tickets manually, you are asked if you want to create a new ticket or add the e-mail to an existing ticket.
There are two ways of saving associated e-mails to a ticket automatically:
Enable one of them: or both: if you want to track e-mail history.
