Answering to a ticket creates new ticket
customer's reply to an existing ticket somehow created a new ticket. What could be the cause? And is there a way to fix this?
Thank You for answering,
I'm converting this thread into a support ticket for further troubleshooting purposes. One of our support heroes will get in touch with you soon.
To know more about how the email threading works in Freshdesk, read : https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-