How to Fix New Emails Posting as Replies Instead of Creating New Tickets
Sometimes, a new email ends up as a reply to an old ticket instead of creating a new one. This often happens when subject-based email threading is enabled and the email subject includes a ticket ID that matches an existing ticket.
To prevent this, simply disable subject-based threading. This ensures every new email creates a separate ticket, even if it references an old one.
Even if the subject is different, responding to an existing ticket’s notification will always add the reply as a thread to that ticket. It will not create a new, separate ticket. To open a new ticket, please use the Compose Mail option rather than replying to an existing notification.
Disabling Subject-Based Email Threading
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Go to the Admin Center and select Emails under the Channels section.
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Open the Configurations tab.
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Scroll down to find the “Disable Subject Based Email Threading” option.
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Mark the checkbox next to turn off the subject-based email threading.
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Click Update to save the changes.
FAQs
Q1: Why did my new email become a reply instead of a new ticket?
If subject-based threading is enabled and your email subject contains a ticket ID, BoldDesk links it to the existing ticket.
Q2: What if the subject is different?
Even with a different subject, replying to an existing ticket notification will append the response to that ticket—not create a new one.
Q3: What steps can I take to guarantee that a new ticket is generated to address the issue of new emails posting as replies instead of forming new tickets?
You have the option to Compose a new Mail or disable subject-based threading in Admin > Emails > Configurations.
Q4: Does disabling subject-based threading affect replies?
No. Replies to ticket notifications will still update the same ticket, regardless of subject.
Q5: Can I customize threading behavior?
Yes, BoldDesk currently supports two threading mechanisms:
1. Subject-Based Threading
- Controlled by the “Disable Subject-Based Email Threading” toggle in Admin → Emails → Configurations.
- When enabled, BoldDesk uses the subject line (and ticket ID if present) to determine whether an incoming email should append to an existing ticket.
2. Reply-Based Threading
- This is always enforced by design. Any email sent as a reply to a ticket notification (which contains the ticket reference in headers) will always append to that ticket, regardless of subject changes.
- There is no override or configuration option to disable reply-based threading.
