From automation of ticketing in the customer service view - when set to "A customer replies to an email", all tickets related to the contact will be transferred back in the ticket view. Customer service has to close and transfer multiple tickets each time conversations are emailed.
Think of a situation where a customer has closed, for example, 10 different customer service situations for which a ticket has been made. All of these tickets reopen and go into "Waiting on us" mode, for example.
Could we get automation of ticketing to identify the most recent conversation or pick up a ticket to open based on an email header, for example?
In addition, there is an "error" in this same automation, no matter which email (whether it is general customer service or someone's personal), the tickets will open anyway if, for example, sales or marketing team email discussions. These tickets should only open based on customer service emails (and chats, as well as forms).
