If you have a query going on via email then make sure to reply back from your mailbox to same email in case your reply is related to any of the existing conversations.

Crisp viz. our new helpdesk is having the helpdesk cum livechat both mixed in one app. Kindly reply back to same email until the case is resolved or closed. If you send new email with new subject rather sending reply to same existing email for followup then that will create a new conversation / ticket and is not recommended.

So always prefer to reply back to same existing case last email to update the same conversation rather making a new one.
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