We have many customers who change the subject when replying to existing messages. We will send an email to a customer with subject “Reference 123456”, they respond to this message and it properly threads. However, sometimes the customer, rather than creating a new email, will reply again with subject “Reference ABCDE”.
Because of the message ID, FreshDesk threads this to the original message but we do not recognize that the customer changed the subject line, it still shows up in FreshDesk as “Reference 123456”. We have turned off threading because multiple customers utilize this behavior. Outlook is able to properly handle this.
FreshDesk needs to check subject line when threading OR if threading, and subject line’s do not match, show that the subject has changed.