Help Needed with email - tickets

Hi.

Just to double check:

By “your colleague” you mean an agent on your instance?

The email address being used must match the email address registered as an agent.

Freshservice works in a way that for every incoming ticket via email, it is checked the following 3 things to understand whether the email should be appended to an existing ticket that is if it is a reply to an already existing ticket: 

A
1) Ticket ID
2) Message-ID
3) Ticket identifier (hidden span)

and an additional check is:

B
if the sender's address is one of the following:
1) Requester's email address
2) ALL Agent's email address
3) Email address(es) in the CC
4) Email address(es) to which the ticket was forwarded
 

For the email to be threaded the condition is:
(A1 OR A2 OR A3) AND (B1 OR B2 OR B3 OR B4), the ticket gets appended. 

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By the way, yes, it seems after the migration some posts are missing. Maybe @alyssia.correa can help?

Hope this helps.

Regards,