I'm developing a customer service application. When customers submit requests via email, I import the email messages into my SQL Server tickets table (reading the mail messages in MS Exchange using ColdFusion).
My application allows reps to send reply emails to these "tickets". I'm looking for the best way to track which emails are related to specific tickets.... so if an email comes in with certain info in the header or elsewhere, I know how to handle it in my program (either as a new ticket or a reply to an existing ticket). I was thinking of including a "tracking ID" in our response email so that when they reply to it, I can use regex to determine which ID its from.... trying to see what others are doing in this kind of situation.
I'm using ColdFusion because it was the quickest solution, however, if .Net can do what I want to do then I would go that route.