When customer REPLY with a different email address, another ticket is created

Most of my users have their company email forwarded to a gmail account... when the ticket is created via API is created with the company email, but when they answer usually they do it with the gmail account and the system doesn't recognize is answering to a ticket and created a new ticket.

Can this be fixed?



This topic has been closed for comments

49 replies

Hi Sebastian,

In Freshdesk, Ticket ID and the Email is the main criteria for Tickets Reply to be added in conversation. Is there any chance that you can CC the User's Email while creating tickets and ensure that Users reply with the Ticket ID in the subject line ? This will ensure that replies are added to the same conversation.

Also, in a few weeks time, we will be implementing another system where this Ticket ID will not be a mandatory field internally a Message ID will be added to all tickets in hidden format and automatically replies from users will be mapped to this hidden field and added as conversation.

We hope to bring this out in a few weeks time.

Kind regards


Is this now in production?
We are still experiencing this problem - assuming it has not been implemented. I'll create a ticket.

this is very painfull, generally multiple people are on my customers email and they all interact, couldn't would simply look at the subject and look for the number after the # :  subject:......[#...]       and reuse this number instead of creating a ticket a new ticket ?

this is not going to fly.


I ran into this myself where a customer's email address they were using in Salesforce (which we have set up for SSO with Freshdesk) and their email didn't match. So when they opened a ticket through the Salesforce web tab it had one email address, we'd reply, and then they'd add a reply from their email client and it would spawn a new customer with the 2nd email address and it seemed to move the ticket over to that one. So now when they went back to the portal they couldn't see the ticket history because it was now under the email address they were using in their email client. Still with me? ;-)

Anyway, it was a bit of a mess because there's no way of merging customer records together. I had to manually move tickets from one email to the other, delete the extra email customer and then coach the customer through changing the email in Salesforce so it matched her email address in the email software so this would stop happening.

I confirm a fix is necessary.

The support team needs therefore to do several joins between tickets every day because of this.

It will be good to recognize is the same ticket! 



Userlevel 3
Badge +8

Hello everyone,

Thank you for being so active in our Forums and it's my bad that I couldn't get back to you much earlier. 

Apart from the hidden Message ID feature, we are also trying to implement a Merge Contacts functionality that should solve all your issues with multiple emails and a total ticket mess. 

This will take a little more than a month to be pushed out live. Please bear with us until then guys. Thank you for all your support and patience. 

Keep writing in our Forums! Your feedback is truly valuable for our growth. 



Hi Annapoorna,

Any news regarding this feature?

Best regards,


Vijay Shankar

said 11 months ago

We hope to bring this out in a few weeks time.


Annapoorna V

said 3 months ago

This will take a little more than a month to be pushed out live.


Hey Freshdesk! I got your bill. And I instructed my accounting department to push you out a check in a few weeks time. So it shouldn't take more than 10 or 11 months to get to you.

Anyone seeing this happen when you send a reply from Freshdesk the reply spawns a new ticket?

  1. Customer emails in creating a ticket.
  2. We reply using freshdesk
  3. The email that freshdesk sent spawns a new ticket.
We're doing 3 to 5 merges per issue because every-time we contact the customer USING freshdesk it makes a new ticket.




Userlevel 3
Badge +8

Hey Adam,

Can you please email us at support (at) freshdesk (dot) com jotting down the details of this issue, like sample ticket ids, so that I can troubleshoot this easier? 

Thank you for writing in our Forums. 


Sven, you are so right! If I were FreshDesk, I would be so embarrassed. Every thread you look at, Ana or Vijay are promising something in a month, and here we are a year later with nothing. Freshdesk, please step up your game.

This still happens after 2 years of reporting! Please fix.

Is the merge contacts feature at least available?

When is this going to happen?

Hi Guys

I do agree there has been a bit of delay with this feature, but currently we are working on some major improvements/changes to the present platform, hence this feature is being pushed back a little.

Doesn't mean that we've completely ignored this feature, but we dont have any ETA for this as of now

Sorry to be disappointing you all at this moment


That is realy bad! 2 years are gone and nothing happened :-(

Yes, they said over 12 months ago, will be just over a month... still waiting.

We've gone "Live" with Freshdesk just under 2 weeks and have had two instances of another ticket being raised because the reply was sent from a different email address.  We've merged the tickets but they are a bit of a mess now as they contain some duplicate information.

Please Freshdesk, resolve this issue!

Userlevel 3
Badge +8

Hello guys, 

I realise that we have been making promises upon this feature and have not been able to live up to it.

But trust me when I say we've been positive about rolling this out months back. Due to some technical difficulties, we had to push it back to development.

We're looking to get this out by the end of this year. Please bear with us until then. 



Any updates on this? the Roadmap seems at a Standstill for a long long time now 

Userlevel 3
Badge +8


Sorry for not having much updates on this feature. 

We're positive about rolling this out by end of this year. 


I'm confused now, there are two threads going for the same thing (301070 and 5237).

I see Anna has responded above, saying that they are positive about rolling this out by the end of the year, but she replied with the following to the other thread:-



Freshdesk will append incoming replies to existing ticket only if the sender is either the Requestor or included on CC within the ticket.


Otherwise, just about anyone would be able to add replies to tickets just by sending replies with the ticket id. This can be a security concern and hence we have this check on the code level.


Hope you understand!



So which is right?

Userlevel 3
Badge +8

Sorry for making it ambiguous for you. 

Let me try and explain it more clearly for you. Right now, in Freshdesk whenever a reply comes from an email that is neither the Requestor nor included in the CC, it will create a new ticket. 

So, this might affect cases where the requestor himself replies from an email different from the email he used to log the ticket. So to address these cases, we are coming out with the "Contact Merge" feature. This will allow you to merge two different emails of the same person to one contact profile. 

That is, one user can have multiple email addresses and when he replies from one of them, it would append his reply to the same ticket. 

Hope I have made it clear this time around. Please do let me know if you have further questions. 


We have the same problem as Adam Lantheaume describes.

I think the account merge feature might be good to have, but it doesn't really solve the actual problem.

This is getting a bit technical:

E-mail already contains features for threading, by using the References-header. Take a look under references in this link: http://tools.ietf.org/html/rfc4021#section-2.1.10. If a ticket is referenced in this way, it should be pretty safe to assume that the message should be associated with the referenced ticket.

Of course, you can use ticket id as a fallback, if there's no match in the references. I agree that when relying solely on the ticket id number, you'll have to be a bit more restrictive with who can reply.

Exactly how it's solved isn't really my concern, but I'm just saying that it shouldn't really be a problem to do. The more freshdesk would adhere to relevant e-mail standards, the better, IMHO. That means, of course, that when you reply to an email, you'd expect the answer to be a part of the e-mail thread...

I'm just saying this since this is a pretty big problem for us. We have been running freshdesk (live) for about two weeks now, and had we spotted this problem before, we probably would have reconsidered our desicion. We expect to scale up in the near future, but this is already becoming a problem. It happens a lot more that we would have thought.

That said, we really like our overall experience with freshdesk so far. There are just some quirks that gets a bit annoying, this being one of the bigger ones.

Right now we use Freshdesk for our support team, but we would like to implement it for the sales team as well. Unfortunately this won't work as it is, so this is actually a real showstopper for us in the long run.

Hoping to check the status of this request. Is there a public road map?

I'd really like to be able to either merge the contacts or change the email to an email that's already in use.

Any new ETA?