Why does an incoming email get added to an existing ticket
match email to ticket
ticket conversation
When an email comes into EvantoDesk from a requester, we match it to an existing ticket using a unique Id which is included in the email header.
However if there is no matching Id we check the subject and requester combined against any existing tickets. If the there is a match based on Subject and Requester we had the incoming email to the existing ticket conversation.
If you don't want this to happen for tickets that are closed, you can set the "re-open closed ticket" setting to "No" on the Settings > Ticket Settings page:
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