Hello all,
We make extensive use of the ticketing systems and it’s generally great overall but one thing we struggle with is reply emails. We’re finding it very common that when a customer replies to an email and their email service edits the subject line, such as adding a RE: to the front of the subject, our Hubspot will create a new ticket instead of just updating the old one.
Any way around around this? It’s creating a lot of duplication for our CS team.
