Vinodh Salla

When a customer responded via an email for a closed support ticket email thread, then the Zendesk is opening a new support ticket as a follow-up ticket for the older one. But the customer sends a thanks response note. In this case, we should not need a new ticket. 

So how to avoid it? 

Nikki Thank you for the response. I will try. 

Also, when I say do not add the comment in the current ticket by unchecking the box at the time of merging, still Zendesk adds the comment in the current ticket.