E-Mail Replies create new ticket with same Ticket ID

Hi,

A customer can send an e-mail to our support address, and a ticket is created in Zoho Support - Correct behaviour.

Our agent can reply to the ticket from the Zoho Support interface and the customer receives the reply as an e-mail - Correct behaviour.

The customer then replies to that e-mail, but a new ticket is created within Zoho Support - Incorrect behaviour.

The continual replies between support and customer should be in one ticket until the ticket is closed.

The replies from the customer create a new ticket - however this new ticket has the same ticket ID as the previous e-mails(see screenshot). It adds the "Re:" reply prefix to the ticket name too. I assumed the ticket ID in the e-mail subject (e.g. ##115##) was the ticket identifier for the support interface, but does the subject name also have an effect? Does a different in the subject name create a new ticket?

In the attached screenshot:

115: Customer sends ticket to support@company.com - support reply from support@company.com

116: Customer sends ticket to support@company.zohosupport.com - support replies from support@company.com

117: Customer sends ticket to support@company.zohosupport.com - support replies from support@company.zohosupport.com

This seems to confirm that the issue does not rely on the forwarding of e-mails to support@company.zohosupport.com, rather the logic of how these e-mails are processed and coverted to tickets.

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