Ticket is auto-merging when created via mail

When a member of the HR department creates a ticket when hiring a co-worker, the ticket is automatically merged with an existing ticket upon creation. The name of the ticket is essentially the same but the content is quite different.

Used Zammad version: 5.3
Used Zammad installation type: source
Operating system: Ubuntu 20.04
Browser + version: Firefox

Expected behavior:

Create a new unrelated ticket.

Actual behavior:

Create an answer to an existing ticket.

Zammad automatically merges tickets from the same sender with the same subject together if those tickets are sent in a fairly short period of time.

Zammad expects this to be additions to the original ticket and thus does that to help the agent.
You can solve this by ensuring the subject differs.

The tickets were created several weeks apart so I thought it was a bug, but when I added a timestamp the incedent didn’t show up again.
I think you can close this tread.
Thanks for the reply

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