It appears that though your documentation shows...
- Standard MIME threading by 'message-id'/'in-reply-to'.
- Reference to the issue id in the subject.
- Threading by subject, excluding 'Re:', 'Fwd:' and ignoring content within square brackets (the same strategy that GMail uses for threading).
This is not exactly the case, Any time an email from anyone comes in with a matching subject line they are being added as a comment to a ticket. Different senders, different issues all together. Only thing that is the same is the 1 word subject which happens to refer to an internal app, so there will be many subject lines the same way.
What do I need to do to solve this?