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.

Disabling Subject-Based Email Threading

1. Go to the Admin center and select Emails under the Channels section.
2. Open the Configurations tab.
3. Scroll down to find the “Disable Subject-Based Email Threading” option.
4. Mark the checkbox next to turn off the subject-based email threading.
5. Click Update to save the changes.

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