Our email address that creates cases is a part of a larger email group, but when replies are made to the thread, it creates new issues rather than adding comments to the case itself. Any suggestions?
Let's check the obvious things first. Can you make sure that:
1) The email, which is supposed to be converted to a comment for an existing issue has that issue key in its subject?
2) The sender of said email is either the reporter of the issue or a request participant?
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