Hi everyone, we use one workaround that helps us to identify some duplicates. In the case where a form submission generates the ticket, we reply and then the prospect replies to the email, we get a second ticket generated from the reply (because we use a shared general email address for the response, we do need that email box to generate tickets as well, for those cases where the contact was solely via the generic email and no form submission occurred before).
What helped us significantly was adding the prospect’s Company name to the subject line. We currently use a snippet to generate the subject line in the email body, then cut & paste into the subject line.
This makes identifying the duplicate simple, as the subject line contains “Re: Company Name” right there.
Hope it’s useful to anyone in a similar situation!