Replies sometimes creating separate ticket

Replies sometimes creating separate ticket

Sometimes when a customer responds to an email coming from Zoho Desk, instead of adding a reply to the original ticket, a separate ticket is created. This happens even though the response subject line contained the ticket number, and the person responding was in the CC list for the original ticket.

The only thing I notice is that some email clients eem to add a space to the subject line and separate out the "#" sign from the ticket number. Could this be breaking Zoho Desk from properly detecting the ticket and merging in the comment? If so, could Zoho Desk be updated to still detect the ticket number when it's in this format: [## 1234 ##] in addition to the existing format of [##1234##].

Below is a screenshot showing this issue. It happens several times a day on various tickets causing extra work for the support agents to find and merge the duplicate tickets.





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