Next Gen HR Help Desk customer responses creating new tickets instead of attaching to original

Summary:

When customers respond to Next Gen HR Help Desk emails, the response is creating a new ticket instead of getting captured in the original one.

Content (please ensure you mask any confidential information):

We want to allow customers to respond to emails sent from HR Help Desk and have those responses captured in the ticket so that the customer does not need to login and access the ticket to communicate with the agent.

Currently if the customer responds to an email, the response creates a new ticket. However, if the customer emails their ticket into the system, that triggers a difference response email which they can respond to, and it correctly gets captured in the ticket.