It's normal open ticket when client reply?

[caygri]

Hello,

yesterday with your help I setup automatic ticket and work fine. But now when client reply, and i receive notification, the email notification open a new ticket. How is possible?

[Klemen]

Because you are using the same email as you use for "email to ticket" also as a staff member email.

So when the staff member gets notified of a new ticket, that notification is turned into another ticket...

Don't use that email for anything else, especially not for staff accounts.

[caygri]

oh ok!

thank you so much!