Different subjects from requesters for one ticket

  • 27 February 2023
  • 3 replies


There are usual situation, when during the conversation requester change subject and this reply is in the initial ticket, how to answer correct for this type of response? Because now, when we answer, the answer does not take into account the last response because of different subjects.

3 replies

Userlevel 2
Badge +6

Hey @Olya ,

Greetings from Freshworks Community!

Do you mean to say that customers are replying with different type of queries after you resolve a query?

Could you please elaborate your concern?


I mean, that customer reply on query and change the subject of the email. This response automatic merge into the ticket, but how we should a reply on it if in our ticket not the same subject?

Userlevel 3
Badge +5

Hi @Olya,


You can split the latest response from the customer into a new ticket and respond from there. You can review the following article and check if it suits your use case.