We receive our support requests via a support email, which forwards incoming emails to Zendesk for ticket creation. From there, an agent comments on tickets and requesters are notified of comments via email, like a normal email conversation. The problem is, comment notifications are not threaded to original requests. Every time an agent comments and the requester is notified of the response via email, it begins a new thread in Gmail. We are not changing subject lines, so I don't know what is causing this.
How can we avoid this and make it so that all comments on a ticket are threaded in Gmail? We find this will be best for end users so they can see their past questions. Thanks!
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