we have the following problem. We get tickets from a common mail ID for all our users. The user contact info is present in the subject (see example below). Many times, a single user raises multiple tickets. From Zoho desk, we are not able to identify tickets from the same users. Timeline view is not effective for us, as the mail ID is common, so all the mails are displayed and not specific to users.
Is there a way to group or sort tickets with the same subject line (excluding ticket number)? Also, if these can be merged automatically or put in the same thread? Can IVR vendors (like kaleyra or infobip) create tickets using zoho APIs for their clients?
Note: I cannot filter subject as contact info is dynamic (phone number).
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Our sample subject line - "#123382 Mail from vendor IVR ( 1, < 10 digit phone number>, KARNATAKA)"