Reda

Wouldn't adding a filter to exclude the Tag 'closed_by_merge' be as accurate in getting this job done?

Hi guys, I'd like to upvote this suggestion.

The workaround mentioned would only create more confusion as it will remove context, without the workaround people would add things up together & figure out what happened when they see all the comments. But it is not the best experience.

What I believe is happening is that when someone is using Outlook/Gmail or an external tool to reply using email instead of the Web form, Zendesk doesn't always recognize where that last comment ended and just adds the thread with it's previous replies into the comment.