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:  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?
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.