I have a customer that sent total of 8 emails within 10min of each other with different subject line but Osticket merged them all into one ticket. Any way to stop this happening its quite common issue we are having.
cksolutions
They need to send a brand new email instead of replying to the same thread and/or related emails. We add emails to existing threads based on the mail headers (References and In-Reply-To headers mainly). So if they are threading then that means the emails are in-fact related. You can confirm this by looking at the mail headers and see that the threaded emails have References or In-Reply-To headers that have a Message-ID of an email in that thread.
Cheers.
KevinTheJedi sorry not sure if I was not clear they where all different emails and different subject sent and not reply.
Only thing is they sent 7 in a matter of minutes of each other.
Please review the mail headers as I suggested. The messages should have References or In-Reply-To headers that match each other's Message-IDs.
Here is ticket from October that is different subject line and different ID but opened under same ticket as customer.
Note I get in ticket is following
X-Microsoft-* headers are useless. Again, look at the References, In-Reply-To, and Message-ID headers.