We often get emails outside of the servicedesk from various stakeholders, that relates to tickets in the servicedesk. Forwarding the mails creates a new ticket, if the subject does not exactly match the ticket (and the match all emails options is not turned on). This can be a problem if there are several tickets with the same subject (fx. "Print"). In other helpdesks, we have seen the functionality where, if you include the ref. code in brackets in the subject, ie. [GDOS-1523- OTSJ], then the email will be forced in to the matching ticket, no matter what. A functionality like this (perhaps with the ability to toggle on and off in the settings), would help us tremendously in our daily work.