Hi!

I don’t understand why does Freshdesk merge my conversations.

I’ve read the article about email threading and it’s ok, but sometimes we find new questions (that should be new tickets ) threading to old tickets ( https://support.freshdesk.com/en/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading- ).

Fortunately i’ve created an automation that reopens a close ticket if a reply was received but in these cases we need to divide new ticket manually.

I checked the object of the e-mails and these are not the same, i checked if the customer replyed to an old ticket, but they wrote a new email so they should be two different ticket. The only thing that is the same is the requester e-mail.

So why does my Freshdesk merge these tickets??