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issue with email flow

Edited

Hi, 

in both jira service desk and ops genie, we're struggling with the emails flow.

for example, in service desk, if a tech is answering into a case, the user will receive the email. 

however, if the user is making a reply, jira will not feed the case in reference, but instead will open a new case.

we do have the same issue with OpsGenie - if an alert is open, our deisgnated distribution list will receive the email.

however, as soon as someone is making a reply to this email alert, Opsgenie will not feed the alert in reference, but will open a new alert instead.

I'm not able to find the trigger in order to have the flow to be corrected. 

thanks for any help.

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