* if new ticket - I get an email from client, a press 'forward to' and specify helpdesk@domain.com. Is that correct? But in this case osTicket will come to helpdesk mailbox and grab that email (and it was originaly sent from my personal mailbox) and convert content of that email into new ticket. Am I missing a step here?
Forward it to the account that osTicket fetches, and you should be good for new tickets -- assuming you allow ticket creation via email, and assuming you don't have a filter that precludes this.* If existing tickets - is there a documentation I can go and do a research?
In general its not that big issue, I just can do it manualy going to osTicket and copy/paste the content of message and just add in a nicely manner to client REPLY from this email instead of sending it to my. But would be nice if client do not need to think about that in first place :)
To append the email to an existing ticket, here's what works for me (however, I'm still on 1.9.3): At the END of the Subject line, add where ???? = ticket number. In my version, this has worked perfectly. I'm also using sequential ticket numbering, not random. I can't guarantee 1.9.4.x will be the same, but I'd give that a try. Also, I'd be cautious about LONG subject lines. There may be a limit to how many characters osTicket can search.Jack