ERMS - how to find relationships between e-mails?

Dear all,
I'm working with e-mail management and I'd like to know if there is a way to find relationship between e-mails.
Let's assume an e-mail is sent: the workflow for the same is created and an entry appears in the Inbox.
Now, let's assume the customer writes a new e-mail in the same e-mail chain, to add some details (or answer to our reply): a new workflow is initiated and a new e-mail is available now in the agent inbox.
Is the system able somehow to recognize that the two e-mails belong to the same chain? For operators, it would be important to know that, to avoid double processing of customer requests.
When I use role IC_MANAGER an use the e-mail workbench, I see that in the second e-mail the linkage to the first is identified, but when the same reaches the inbox I was not able to find any useful field to identify this information.
Anybody with experience on this?
I'll reward points if you can help!
Thanks and Regards,
AR

Hi Andrea
Have you checkout out the Mail Form Tracking capabilities?
Particularly for Service Tickets.
This may provide some of the functionality you require
Regards
Arden

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