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

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.


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