Customer keeps replying to same email

[Matas]

Hello,

I have a problem with tickets open time. For example:

Sometimes clients ask different questions in different time period but they do not write a new email. They just replies in last conversation with different question. 

This behaviour is critical for service reports. How should I handle this? Or am I wrong talking about statistics?

Thanks!

[karstenkoehler · Accepted solution]

Hi @Matas,

There is no way to automatically detect or prevent this, unfortunately, at least not in a sufficiently consistent manner.

Here are your options:

• Ask (and over time train) your contacts to start new email threads OR
• Manually create a new ticket, associate the latest email to the new ticket, then create a new email thread to avoid further confusion from the new ticket

Best regards!

[Matas]

Hello, Karsten,

Thank you for light speed answer 😄 understood the situation. Thanks;)