Create rule from mailbox to always create new ticket

Hi, I think you might have an interesting use case for this requirement. Basically, the platform automatically groups replies into existing tickets using built-in threading logic, and this logic cannot be overridden. 

Threading only happens when the email contains:

1. Ticket ID

2. In-Reply-To header

FW deliberately prevents bypassing this because it would cause:

1. Duplicate tickets

2. Broken conversation history

3. Confusion for agents and customers

If you don't want threading to happen, you would need to make sure that every message comes to a unique mailbox address that you never use for replies.