We have been using Freshservice for a while now and everything is great. Just a small (actually HUGE) detail...
We have this client, and everytime she replies to any ticket, a NEW ticket is opened. This has caused us to have to merge tickets everytime she replies (and she is one of those stubborn clients). This is becoming taxing and we urgently need a way to solve this. Is this a configuration issue on our side?
This is the only detail stopping us from a full go live.