Not able to update ticket via email in OTRS5

[flippertom]

Updating tickets via emails worked in OTRS 3.2 but hasn't been working OTRS 5.
Any ticket updates sent are getting converted to new tickets and not ticket updates.
Could it be any setting that is missing?

[fcasal]

In Otrs 5 I think you need to have the number of the ticket in a format like that in the topic of the mail:

[Ticket#2018083023000543]

Please, send a example mail and the configuration of the e-mail options.

Greetings.