# Support ticket issues

**URL:** https://meta.discourse.org/t/support-ticket-issues/383296
**Category:** Support
**Tags:** email-in
**Created:** [September 19, 2025, 2:53pm UTC](https://meta.discourse.org/t/support-ticket-issues/383296 "2025-09-19T14:53:03Z")
**Posts on this page:** 1
**Showing post:** 11

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### Author: ![tknospdr](https://sea3.discourse-cdn.com/meta/user_avatar/meta.discourse.org/tknospdr/32/529762_2.png) [@tknospdr](https://meta.discourse.org/u/tknospdr)
#### Post date: [September 25, 2025, 3:53pm UTC](https://meta.discourse.org/t/support-ticket-issues/383296/11 "2025-09-25T15:53:24Z")

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> [@Moin](#):
>
> I think the settings related to that are `Trim incoming emails` and `Always show trimmed content`. I remember something about `Incoming email prefer HTML` too. But I don’t remember exactly how they interact.

Yes, ‘trim incoming’ is checked, and ‘always show trimmed’ isn’t, I wonder…  
Should I reverse those, or just check the 2nd one to get what I want.  
I guess I’ll have to play with them a bit. For the support category it doesn’t matter what’s exposed since the topics are private by default. My guess is that over 99% of the rest of our forum will be interacted with via web.

> [@](#):
>
> For the issue that replies create new topics disabling `Find related post with key` might help. But as I said, I have no experience with these settings.

The warning on this makes me reluctant to disable it.

> [@tobiaseigen](#):
>
> Oh, I see you are right it is related after all. In case you didn’t know, when merging messages you can copy the topic ID number from the URL of the message you want to merge into, into the “Existing Message” field. Can you try that and see what happens?

Worked perfectly, thanks. Now I just need to fix the deprecated code that shows the topic ID on the page. But I’m guessing that IS too far afield from this topic, so I’ll revive my old one to try and get some help there.

> [@Topic ID as a variable?](https://meta.discourse.org/t/topic-id-as-a-variable/374168):
>
> Is there a way to get the topic ID as a variable within a topic? Use case, we have categories for support and bug tracking tickets. I’d like to set them up with templates like so. This: \> Do \*\*not\*\* remove this line: Support request #$(topicid) Looks like this: Do not remove this line: Support request #246 Open to other ways to get the info. Just not sure how to do this.

> [@tobiaseigen](#):
>
> If instead you are seeing a different email address, eg the one for starting new topics by email in your category, then that is the culprit.
> 
> There’s nothing that can be done on the Discourse side to fix that - you’d have to take it up with the people you are communicating with or just live with it and move the replies manually as I suggest above if you want to keep them together.

Yes, I see that it’s just addressed to the topic’s e-mail rather than having the +key part.  
I’ve asked them repeatedly to respond in the chain rather than e-mailing responses directly. I don’t know if they have a weird system on their end or… some other explanation which I might get in trouble for putting in print.

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