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Replying to email on Service Desk Cloud does not add comment to existing ticket

Replying to email on Service Desk Cloud does not add comment to existing ticket

Hi,

I'm still trying out Service Desk Cloud. When a customer reply to an email thread that belongs to a ticket, it doesn't add a comment to that same ticket, it instead creates a new ticket. If i turn off the email channel then customer cannot reply to the Service Desk email at all.

What other settings to use here?

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Replying to email on Service Desk Cloud does not add comment to existing ticket

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