Q: How do I append a reply to a ticket using email?

Answer

You need to know the ticket number, then do the following:

In the To: field, use the email address that is the email feed for your queue. You can include additional email addresses in the To: if needed.

In the Subject line, use any one of the following subject line formats (where xxxx is the ticket number):

• [ist:help.mit.edu #xxxx]
• RT #xxxx
• RT xxxx
• ticket: xxxx
• ticket: #xxxx

Notes:
These specifications are case-insensitive:

• Ticket: 153633
• ticket: 153633

You can place a colon (:) and/or a pound sign (#) before the ticket number:

• RT: 12787
• RT #121276
• RT :#128787

"RT" and "ticket" are synonymous:

• RT: 121212
• Ticket: 121212