Hi Kevin,
It came to our inbox as a completely new email. While checking the email headers, the In-Reply-To or References header matches with the Message ID in the original email. We tried to create a similar scenario by replying to the original email, where the In-Reply-To or References header matches with the Message ID of the original email. Unlike the previous situation, it generated a new ticket instead of appending to the old ticket.
Also, a month ago we received an email from the same customer in a similar way where the subject of the first email was "Order 100 Contracts" and the second email was "Order 200 Contracts". I checked the email headers and the In-Reply-To or References header matches with the Message-ID of the original email. But two different tickets were created.
So for this one, why was it appended to one ticket?
