Customer's reply to a ticket creating a new ticket

When customer replied to an existing ticket, the system creates a new ticket instead of set as a reply to the ticket. 


For example, if a customer sent ticket with subject "Need Help" and after he replied to the same ticket but Fresh desk creates another ticket with subject "RE: [2335] Need Help" 



I read the article about this issue here https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-


But I didn't find any problem on our Fresh desk. Could you please help me to resolve this issue?

1 Comment

Hello Dave,


Modifying the original subject shouldn't be an issue as the threading depends on multiple factors and not just the subject alone. I'll have this converted into a support ticket for further troubleshooting on this issue.


Cheers!

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