So I am relatively new with Freshdesk. I have found that if my support email is within a distribution group and someone emails that distribution group a ticket will eb created (As I would expect). The challenge is that when someone else in that distribution group replies, a new ticket is being created each time. So for my case I have a ALL group that is frequently used to send notifications to all employees. When employee A sends the first email it works as expected. A ticket is created in FD, and that employee is set as the client. The issue comes into play when Employee b responds. When that occurs, a new ticket is created. So if Employees B,C,D,E,F all reply, is will cause there to be 6 independent tickets created in FD.
This also happens with when the ALL group is CC’ed on a reply in a ticket. Any reply back is creating a new ticket.