My company have a help desk where customers that use our software can log a ticket with us. It used to work so that, if they log a ticket and we put a comment on it, of course they get an email, but they USED to be able to just hit 'reply' on the email and it would add their comment, not forcing them to go to the help desk ticket and type their comment in there. Now, if they hit reply on the ticket, instead of posting it as a comment to the existing ticket, it's opening a new ticket.
Is there a setting that changed that I need to fix in ADMIN?
You need to configure that in Incoming mail handler. There is setting that specifies if to create new issue for every email or add comment to existing issue.
Please follow this KB,
I have multiple projects that use variations of the same base workflow. The variations depend on the requirements of the project or issue type. The variations mostly come in the form of new statuses ...
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