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Answering to a ticket creates new ticket

  • December 1, 2017
  • 2 replies
  • 29 views
K
Contributor

Hi,


customer's reply to an existing ticket somehow created a new ticket. What could be the cause? And is there a way to fix this?


Thank You for answering,


Kristýna Kubáčková

    This topic has been closed for replies.

    2 replies

    aravind.sundararajan
    Skilled Expert
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    Hello Kristyna,


    I'm converting this thread into a support ticket for further troubleshooting purposes. One of our support heroes will get in touch with you soon.


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    aravind.sundararajan
    Skilled Expert
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    To know more about how the email threading works in Freshdesk, read : https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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