Maybe this is something that is unique to my organization. We have 12 groups who support different areas of the company. Our end users may not know who to contact so they will contact multiple groups, which in turn creates multiple tickets. We have this taken care of by using one of the apps for merging these tickets together.
The problem is that this is also merging issues we do not want to be merged together. We have the merge time as low as we can go, but we get automated messages that the system can trigger 30 emails to come in one minute. This should be creating 30 tickets, but they are all merging into one.
Freshdesk should be able to look at the email chain on creation and create only 1 ticket if there are multiple email addresses from support on the message.
