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I have an issue when we reply to a ticket, sometimes it will open a 2nd ticket that stats the following

Hello,

A customer has just replied to ticket "ORDER".

You can manage this ticket here:
support.XYZ.com/admin/admin_ticket.php


Regards,

XYZ Support Portal
support.XYZ.com

not sure how to stop it from doing so, any ideas?

This is because one of the staff members is using your Email piping/POP3 fetching as their email address in User profile settings.

thank you sir! You have it correct!

THANKS!