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Reply to email creates a new case?

edited Nov 22, 2019 10:32AM in CRM 1 comment

I am hoping this is setup related, but whenever our support staff simply replies to the email that is sent out with the case, it creates another case.  This happens even though it says 'reply to this email' in the email message that gets sent out with the case.

Does anyone know how to fix this so it simply updates the original case?

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