I confirmed that email tracking works if the subject line remains the same, even without a token, as per the settings in Customer Service.
However, if the subject is modified in a reply, tracking no longer works, and a new case is created instead.
For example, if the subject is "test," replying with "RE:test 123" prevents tracking.
Since customers may delete tokens, I’d like to explore options for associating emails without relying solely on tokens.
While smart matching tracks emails based on the sender and recipient, even when a new email is sent to create a separate support case, it still links to previous cases if the sender and recipient are the same, which isn’t suitable for us.
If I’ve misunderstood any part of this, could someone please clarify?