When a customer reports that a new email has been threaded to an existing ticket in Freshdesk instead of creating a new ticket, we can go ahead to check the following : 


  • Email Markers Check
  1. If the email was received as a separate email in their mailbox, or part of the same thread in their support mailbox. In case it was threaded in the mailbox, then it would be the same in Freshdesk as well. 
  2. If the email was received as a separate email in their support mailbox, Get the email headers of the 2nd email ( which is claimed as a new email ) from the support mailbox where this email was received.
    • Using the Message ID and timestamp, search in Haystack based on the respective Pod the Account is in.
    • In the log results that are received, look for the event that has the query "INSERT INTO helpdesk_note_bodies". Copy the Event ID from this result, and search for the log results with this Event ID. 
    • Once all the Search results are loaded, you can use Ctrl+F shortcut to search for the keyword "Found existing ticket".
    • This will give you the reason behind which the new email was threaded to the existing ticket. 
    • It could be one of the following : 
      1. Found existing ticket by display id present in subject
      2. Found existing ticket by references(reference, in-reply-to) present in header
      3. Found existing ticket by fd_tkt_identifier present in HTML content

  3. Now if in case it is threaded using the references present in the header, then the claimed "new email" would not actually be a new email from the sender side. Unless the "Compose"option is used from the sender's mailbox, it would not actually be a whole new email. If triggered from an existing email, then it would certainly contain the references from the previous email.

  • Requester Check

    The sender email should be one of the following,
    - Requester email address of the ticket
    - Agent email address of the ticket
    - Email address in the CC of the ticket
    - Email part of the same company as the requester of the ticket
    - Forwarding email address 


Note : Only when an email reply satisfies one of the Email Marker Check AND one of the Requester Check will Freshdesk append the email response to an existing ticket.


Additionally, ensure that you enable your email settings to append replies to existing tickets by following the steps below. 


  1. Navigate to Admin from the menu.
  2. Under Channels, go to Emails and click on Advanced settings.
  3. Disable the condition to create new tickets for replies.
  4. Set the Requester check item to your preference.