anyone know how to stop this? my tickets started splitting a week or two ago when users on the ticket reply.

example (screenshot attached):

#3044 is the original.  Shannan and a team alias are on that ticket.  Talia responds to the ticket (she's on the team alias) and the ticket splits out into a new one #3060, rather than adding to the thread of #3044.

I can't seem to figure out what setting needs to be toggled to in order for all conversation to be on one ticket like it used to be.

thank you in advance!