Reopening tickets with same number

Dear Freshdesk team, 


We have been using freshdesk for a couple of month now and i noticed that one of our costumers has been using it aswel. 


Each time their freshdesk creates a new ticket and assigns it to our freshdesk system it reopens the ticket that is months old in our system and reopens it with a reply.


Is this a known issue? and if so is there a known workaround?


its really annoying having to create new tickets manually and close the reopened ones every time.

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