I noticed that if someone uses to send email to open a new ticket but the subject of the email has already been used to open a ticket previously (which was then closed), it happens that the ticket is closed commented with the content new email, but it does not open a new ticket. It is a logical behavior, I agree, but some of you have experience on how to "circumvent the intelligence of users" and make sure that for example to open a new ticket if one already exists with the same object but closed?
(the second option that I have in mind, provides a penalty of 22 years in prison for those who should be implemented, for the moment I prefer not to apply ...)
