Is your ticketing system written from scratch? Because such type of logic is already implemented in existing help desk softwares.
I think you can also use a specific string in your email to define which part goes in ticket and which part not. For example, you can include "PLEASE REPLY ABOVE THIS LINE\r\n" in each of the email. When reply comes you can split the whole email with this string and get the first part as original reply. -- Shiplu.Mokadd.im ImgSign.com | A dynamic signature machine Innovation distinguishes between follower and leader
