Mishka Mohanlall

Hi,

Our business is really experiencing a lot of issues where tickets are auto-merging unrelated emails. I have spoken to a few Zendesk agents and I have been informed that the tickets are merging based on the message ID. It seems to be happening even when end-users are copying and pasting text from the body of another email, previously sent to us. 

 

Is there any way we can stop tickets from merging based on the message-ID unless the subject also matches?