We have been using FreshDesk for about a month now for our internal helpdesk. We have emails forwarding from our helpdesk account to FreshDesk to create tickets. The default automation to reopen a ticket is enabled if a requester replies but this is the problem we are having.
We sent out an email to all users this morning. user A replied to the email and it created a ticket in Freshdesk. We closed the ticket and then later today, user B replied to the email and instead of creating a new ticket for that user, it added her reply to user A’s ticket.
Even though the subject is the same, the requester is different and should be a separate ticket. Is there something we can change so new tickets are created for each requester if they reply to one of our emails?