In the meanwhile, I have requested the support of Freshdesk and they have analysed with success my issue.
In a few words, and from my understanding, Freshdesk system can detect relation on mail header between Message-ID and Reference to link and in fact, mail were "appened" to already existing case and not lost :)
This thread could be considered as closed and solved !
Thanks all for your attention and kind support
P Sai Surya Kumar
5 months ago
I am happy to know that our support team was able to help you with your query. Feel free to drop in an email to email@example.com if you guys need any further help.
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