When the customer mentions that a new ticket is created for an email that is actually a reply to a previous ticket, we can perform the following checks to confirm if it is due to one of the below reasons :

  1. If the replies are coming in from a person new to the thread or an entirely new email, the system will look to append the reply based on the Ticket ID in the subject line, which would have to be of the format [#{{ticket.id}}](for ex., [#12345], where the ticket id is 12345). This concept is used for replies to emails sent by Automations or Email Notifications.

  2. If the reply is from the requester of the ticket or anyone part of the ticket conversation thread(in cc to the ticket conversation), Freshdesk will check for the Message ID and append the reply to the original ticket accordingly.

  3. In case the above 2 checks are not satisfied, we have a 3rd check which is the Ticket Identifier check. Freshdesk has a unique identifier for every email notification sent. This is done using a hidden div tag in the email. As long as the tag remains intact, the email will be threaded properly. For example, if the customer uses plaintext mode to reply, the ticket identifier will not work.

In case none of the above are satisfied, Freshdesk will create the reply as a new ticket.


We could also check if any Webhook has been configured via an Automation Rule to create replies as a new ticket under Admin-->Workflows-->Automations-->Ticket Updates.


Under Admin-->Channels-->Email-->Advanced Email Settings, Check if the option to create every reply as a new ticket has been Enabled