Hi,

I've recently created two new departments, each one dedicated to a customer (according to our support scheme) and with its own mail. Tickets are send by mail to a mailbox address in G Suite and then redirected to Zoho Desk's addresses, and they're normally created, but the issue comes when the agent sends a response to the ticket and the customer replies again. 

When this interaction establishes, new tickets are created with the customer's response instead of attaching it to the original ticket. This worries us because trackability of tickets is lost. I've already compared mail settings to another department already in production where this issue doesn't occur, and setting are the same.

I've been checking every other configs related to mail and I see no misconfigurations, what could be happening?

Thanks.