New E mail Threads generating in single ticket after the same ticket update

[Kiran_S]

After the modern authentication update the helpdesk ticket updates are coming in the fresh E Mail with the same ticket number after a ticket update, we are finding difficulties to track the same as many fresh emails are generating after a ticket update.

 Any update in the ticket was in one thread of E Mail in the inbox before. but now we are having multiple E Mails in the same ticket number.

Microsoft and other third parties E Mail thread grouping is working fine as per the functionality; the only problem lies from Lansweeper incoming E mails.

We have tried all the articles https://support.microsoft.com/en-us/office/group-or-ungroup-messages-in-your-inbox-c6d17df3-8488-42b... but no use, can you please solve this issue in prior as its affecting our Ticket monitoring system and we are failing to manage the replied tickets because it is creating and ticket note as an fresh E Mail.

[Kiran_S]

Still the issue is not solved after the update too.

[Obi_1_Cinobi]

Hello there!

We found your support case, and you were requested to reach out to the vendor, Microsoft, to look into this behavior on your mail server. Within Lansweeper, there is no configuration option to control the threading on your mail server. We have thousands of customers who successfully switched their Lansweeper helpdesk to Modern Authentication. This issue you are seeing on your mail server has not been reported to us by other customers, so it is advisable to contact Microsoft.

[Obi_1_Cinobi]

Hello there!

For technical support, we would recommend opening a support case: https://www.lansweeper.com/contact-support/

[Kiran_S]

Solution provided was not working. 

[Obi_1_Cinobi]

Hello there!

In such cases, we would recommend replying to the ongoing support case to inform them that the steps that they have provided are not working for you.

[Kiran_S]

Already Replied the same.

[Kiran_S]

Hi can anybody support on the said issue.