I have just come across an issue today where a 3rd party service desk for one of our clients is using FreshDesk and when they responded to our ticket INC-57335 with their reference [#INC-5974] in the subject line, this re-opened our ticket INC-5974 and attached the reply to the wrong ticket, which also meant the notification came to the wrong agent!
As more businesses adopt Freshdesk/Freshservice, this is likely to become more of an issue, especially for the MSPs.
This is a pretty serious issue I would think?
This should not happen as we follow the below checks before appending a conversation to a new Ticket,
1. Ticket ID
2. Message-ID in the header of the email
and an additional check is:
if the sender's address is one of the following:
1. Requester's email address
2. ALL Agent's email address
3. Email address(es) in the CC
4. Email address(es) to which the ticket was forwarded
In the above-mentioned case, either of the above could have matched and hence the reply must have been appended to the wrong ticket.
Do feel free to reach out support if the problem still exists and we are more than happy to help you with this.