Zoho Helpdesk Randomly Creates Duplicate Tickets When Sender Replies to the Ticket

Hi team,

We have ongoing issue with the duplicated tickets, but was not able to find the cause of it nor solution to the issue.

What happens is that: if someone responds on the same ticket, there is a chance that a new ticket will open – despite the proper subject line and original ticket numbers being included. I could not find what is different with these duplicated tickets. (below are some examples)

Some background information that might help:

We use Outlook for mac

We have internal mailing alias set up for receiving emails, and the emails received are REDIRECTED to zohohelp desk support email.

We use exclaimer cloud, which will append signature to outgoing emails after someone sends an email.This issue does not happen all the time, rather randomly.

Let me know if any additional information is needed to resolve this issue. Thank you!