New email added the request to a previous ticket instead of new one

nicolag

Hello,
in the last weeks we have the following problem: when customer send a new email with new topic, for some reason the system not create a new ticket but add this request to another ticket already closed.
I'm not able to find a reason for that, this happen randomly, but create big problem for delays to answers.
Let me know if someone can help me to understand
Thanks

KevinTheJedi

nicolag

It must have some related message-ids in the References header. You can check the mail headers to confirm.

If users want to create new tickets they must create a completely new email.

Cheers.

ntozier

My guess is that they took the old email, and replied to it.
We have someone in our organization that used to do that and it took us a while to figure out what they were doing.