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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





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!



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!

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