I have a company-managed service desk project with an email connected to the Email requests project setting. The email is authenticated and exists as a user in a distro list in my Azure environment. When I send an email to the distro list, it creates a ticket (as expected) but when another member replies (reply all) it generates another ticket. Even more strange, when I reply to the newly generated ticket (vai Outlook email thread with the distro list), it comments on that ticket, as expected. I changed the comment permissions to Public for testing a solution and now replies do not generate tickets or comment on the submitted request.
Any help is greatly appreciated, thanks!
