Hi all,
I searched through all answers and topics but I could not find the right one. If I overlooked I am sorry in advance. 😉
When a customer sends an seperate email (not replying on!!) to my freshservice mailbox it created a new ticket instead of attaching this to an existing ticket.
We use the subject: [#INC-1234] - Attachment where #INC-1234 is the existing ticket. A new ticker #INC1235 is created telling that this is a attachment for ticket #INC-1234.
But it is not attached to the incident itself.
What do we do wrong?
Best answer by Daniel Söderlund
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