Hello,
I've conducted numerous tests, but I can't pinpoint the issue. When I create a ticket directly from osTicket, the user receives the message that the agent has written. If the user replies to this email, osTicket generates a new ticket. Now, if the agent replies inside the new ticket, everything works correctly. However, if the user replies again to the original email, osTicket creates a third ticket.
The 'from' email is always the same.
Thank you