Hello,

My organisation recently started using Freshservice and I have noticed a recurring issue with email replies creating new tickets.

Our business units have quite a few shared mailboxes and often we get people replying to an email thread alternating between their personal email and a shared mailbox. 

e.g.:

1. I send an email to payroll from my teams shared mailbox (I do not include any Cc’s)
2. Payroll replies to my ticket
3. From the shared inbox, I click reply but forget to change the “From” - the reply is sent from my personal email
4. A new ticket is created in Freshservice and needs to be merged with the original

I know my reply is not threading to the original ticket because it doesn’t satisfy the 3-point check (my personal email was not included in the original ticket or reply from payroll)

We’ve asked staff to double check who they are replying “From” to ensure tickets thread properly, but we know this is scenario can’t be completely avoided. 

I have tested adding a shared mailbox address as a secondary email on a Requestors profile, and that worked with threading replies regardless of which email address she used. But the limitation here is 2 or more requestors cannot have the same secondary email and obviously being a shared mailbox, we have multiple people who will send us tickets/replies from that one address. 

Has anyone else run into this issue or have any suggestions on we can ensure replies thread to the original ticket for these scenarios?

Thanks :)