Hello,
We’ve seen an uptick in new tickets being created from clients replying to Freshdesk emails, mostly because “RE:” or “EXT:” gets appended to the subject line.
Creating better intelligence and logic around this would lead to a much better Freshdesk experience. Since merging tickets causes Summaries and other items to be lost post-merge, this poor handling of “Re:” and “Ext:” creates new administrative issues.
