Not a Request Participant - Same email address

Paul Wiggers
Community Leader
Community Leader
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March 13, 2024

Hello all,

We have a customer issue where the replies that are being sent in by the customer are showing up with the "Not a request participant" tag.

Normally, this happens when the customer (or a colleague) replies on the issue with an email addres that is different from the one they reported the issue with.

However, in this case, the email address of the reporter is the same as the one that is being used to sent in a reply. Since reactions that are not from a request participant, aren't triggering automations, this is causing some issues with the workflow, especially since this is a sensitive issue.

Did anyone else experience this? What can we do to prevent this? For now, I have manually added the address to the Request Participants field but this should not be needed in the first place.

Thanks in advance and kind regards,


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