Subject Line Limit When Making New Ticket vs. Adding to Old?

Subject Line Limit When Making New Ticket vs. Adding to Old?

I'm having an issue where Desk is taking what should be a new ticket (different subject line) and just merging the message into an existing ticket.

We get invoices sent to an email address that goes into Desk.

The subject line will be something like "APC POSTAL LOGISTICS ~ Access Magnetics LLC - Invoice 522970"

That email is getting incorrectly added into the ticket with the subject "APC POSTAL LOGISTICS ~ Access Magnetics LLC - Invoice 518433"

This is a problem, because my agents are used to having 1 ticket per unique email conversation. If the sender sends multiple emails in a short period, the earlier ones are buried in the chain.

We don't see this behavior with any other sender.

My initial hypothesis is that Desk only looks at the first X characters of the subject to determine whether the message is part of a current ticket or if it should be a new one.

If this is true, and that number is less than 56, that would explain what's happening.

Is this true? And if so, is there anything that can be done to tweak this in my account?

If this hypothesis isn't the root cause, any ideas what might be happening?


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