Whenever an agent replies to the thread of an already existing ticket from their mailbox, it will be added as a public note on the ticket.
If the agent sends an email to the support email address as a new thread, it will create a new ticket with the agent as the requestor.
To append a new email to an existing ticket, include the Ticket ID at the beginning of the Subject line of the ticket in the format, [#{{ticket.id}}].
For example, add [#1234] at the start of the subject of a new email to append that email to Ticket number 1234.