Tickets are automatically merging together

We have distribution list forwarded to our HelpDesk for Onboarding/Offboarding forms. When HR sends those forms in they're merging into older requests automatically. The subject line is nearly the same for each ticket except the employees name differentiates it, eg; "Termination/Resignation - [First Last]" or "New Hire - [First Last]".

I ensured there was no triggers or rules to merge tickets together. We've also traced the e-mails in the O365 Admin center and they're sending properly, but something is causing them to merge into old tickets so the new requests are not getting visibility.

Hello Ryun! As I understand, new messages get to the old ticket instead of creating new ones. Please share the following information:

  • the HelpDesk URL,
  • the ticket ID to which the new messages added,
  • sample .eml file of a new messages that was supposed to create a new ticket.

You can provide the information through private message in the community or send it to [email protected] - in this case, refer to this topic please.

Thank you! We will be sending this information to support shortly!

Hello, we are periodically experiencing the same issue, where a new email gets appended to an existing ticket instead of a new ticket being created. The subject lines are different and sometimes does contain similar keywords, but often are unrelated.

Is there any information that can be shared to how the system determines whether to append to an existing ticket or create a new one?


Hello Bret! There are two ways to define whether the message is related to the existing ticket:

  • ticket ID in the subject,
  • e-mail reference in the message header.

Thus, if the sender replies to the message that was a part of discussion in some ticket, then changes the subject and deletes all the quotes, it will be included into that old ticket anyway because of the reference in the e-mail header. To avoid that, the sender should create a new message instead of replying to an old one.

Thank you for the information. The email reference in the message header apparently is the culprit for what is occurring.

This information helps us understand the behavior.