Hi Zoho Team,

When a ticket is created and we had a worlflow to send email notif to the requestor, and when the requestor replied to that email the reply will be added to the ticket thread.

But we had an encountered as to which the requestor replied to the email but instead of adding it to the ticket thread, it created a new ticket instead.

Is there an explanation to this?

Hoping for your response.

Thanks!