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Good day,
We have a big problem, we work with external consultants and when we assign the tkt they respond to it through the mail they receive, but in the system instead of impacting the same tkt number it generates a new one! What configuration am I doing wrong?
Note: They do NOT modify anything in the received mail header, they only make ANSWER EVERYONE.
I hope you can help me.
Thank you
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Agents cannot respond to tickets outside of the web UI. They should log into the panel and update the ticket that way.
