New user to Zendesk. I have noticed that when I create a ticket from an email when I reply or forward a message in the same email thread (and cc in zendesk) it updates the comment of the same ticket in zendesk which is great and exactly what I want to happen.
My question is how does zendesk define whether to update a ticket or create a new one from an incoming email? Does it just try and match the subject or some other method?
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