When a user, e.g. abc@abc.com, has an existing ticket ZD:123456, irrespective of the status of that ticket (open, pending, close, etc.), and the same user using the same email: abc@abc.com to send another request to the support address with a slightly different email subject and content. Instead of creating a new ticket for the new request, it somehow got consolidated to the existing ticket i.e. ZD:123456. Why is that and how can we avoid that from happening, apart from asking the user to use a completely different email subject each time they contact us?
how to avoid Zendesk from consolidating tickets for a user?
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Welcome to the Zendesk Community! I have reviewed the backend and it seems that your issue has been resolved through ticket ID #13581136. Should you have any additional concerns, please don't hesitate to reply to the ticket or submit a new one so that it can be forwarded to Zendesk's support team.
Have a lovely day.