It would be great if Freshservice provides more flexibility to add replies from the same sender to the same ticket if the subject is almost identical compared to the other messages.
Currently we have a vendor who reports pro-active issues by sending a mail to our support mailbox.
The tooling they are using does not update their subject with our Ticket ID so every update they are sending results in a new ticket. See the screenshot below.
The values that always the same in each subject is “ticket id provider” , “service id” and “customer id”
