New email not creating new tickets

Client raised a ticket and already settled. When she raised another one, the request falls on the reply thread of her past request.

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Welcome to the community.

This can only happen is the client replied on the email confirming that the issue was created based on the sent email.

Replying on these messages will add the new email as a comment on the existing issue.

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Hi @Marc - Devoteam the client didn't. Request sent separately. Quite weird 😅

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CLOUD

STANDARD