Create rule from mailbox to always create new ticket, regardless of subject or header. Need new ticket every time. Is there a way to create a rule for this?
Question
Create rule from mailbox to always create new ticket
- Top Contributor ⭐
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:
- Ticket ID
- In-Reply-To header
FW deliberately prevents bypassing this because it would cause:
- Duplicate tickets
- Broken conversation history
- 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.
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