helpdesk ticket page, take sender name , subject, and body

[Lepusang]

launches IE, and helpdesk enters basic login, access new ticket page, take sender name , subject, and body
Searches for the ticket and adds the ticket number into the email reply outlook subject [##Ticketid##]

I'm trying to stop duplicates tickets being created on an incident system i'm new to this company and my predecessor bought a helpdesk system that needs to have [##ticketid##] in the subject of the mail or it will create duplicate tickets which is sending out new ticket numbers to clients

i basically need to find a why that when mails are replied to it finds the Ticket id number and automatically added it to the subject of the mail

any assistance in this would be much appreciated

[gmayor]

As we don't know anything about your help desk system or the format of its data store how are we supposed to know how to interrogate it?
Your first stop should be with whoever supplied the helpdesk system