When I receive an email ticket and reply directly from Freshdesk, that reply is somehow creating a new ticket in FreshDesk. Any client responses also create new tickets, and do not attach to the original ticket. Not sure what is going on, but cannot figure out how to fix it.
Best answer by Keer
Can you navigate to Admin → Email → Advanced settings and ensure that the following option is toggled off?
If it’s toggled on, can you turn this off and test? As it’s explicit from the description, ticket threading would be prevented if this option is ON.
Also, for every reply that you send, new ticket shouldn’t be created. Can you ensure forwarding is set-up as mentioned in this document?
If the above steps didn’t help, please write to email@example.com with the details and our support buddies would love to help you further.