Avoid two separate emails merging into one ticket

[cmackay2]

Hello,
We are suffering with an issue where emails with different titles are being merged into one ticket - they can share some text i.e. TR3466 & TR3468 with different following text.

How do we prevent this from happening?

[Suzanne-Spiceworks]

This is one where you might want to open a ticket by writing directly to support@spiceworks.com. They will probably want to see the actual emails, and sharing those in a public forum is a bad idea.

[cmackay2]

Thank you!

[clutka (MAINSTRIKE)]

Welcome to the Spiceworks community and congratulations on your first post, @cmackay2.

I would ask that you do try to respond back to this thread when you get an answer. I am interested in knowing the outcome because there was a similar but opposite issue thread that didn’t have a satisfying resolution. I’d like to know how to use the subject line efficiently but there doesn’t always seem to be a rhyme nor reason for when email contents could be merged into a new or existing ticket.