the functionality to comment a ticket by answering to the notification e-mail is very powerful, but I faced a potential limitation with it.
Seen that in our organization we have enabled also the features to raise tickets via E-mail, if someone send an e-mail with the same subject/summary the existing ticket is updated instead of creationg a new one.
Is there a way to change this behaviour? potentially by checking the status of a ticket and let comments enabled only for the not closed ones?
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