- Best Answerset by KevinTheJedi
Hi @KevinTheJedi. I think this is it! It falls under the "passive threading" since the customer replied to the original email where they were added as a recipient. On this specific reply, the customer did not respond to the alert/reply from the system. They responded to the email they received, having the Service Desk email also looped in.
Thank you for the enlightenment. You the man!