Solved

Duplicate tickets when get replied back

Hi,

I don't completely get in which cases this happens but sometimes when some of our clients reply back to us from their mail, their reply creates a duplicate ticket with a "re:" or "fw:" prefix added to main ticket's title. Is it because of their email client is automatically adding these prefixes when replying or forwarding and freshdesk thinks like "it must be a different subject so lets separate them" or can it be anything else?



1 person has this problem

Hi,


I've converted this into a private support ticket to aid further troubleshooting. One of our support heroes will get in touch with you shortly.


Cheers!

**excerpts from the support ticket**


Issue was solved by adding {{ticket.id}} in the agent reply template/notification templates. To know more about how 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-


Cheers!

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