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Unwanted Multiple Support Cases - How to Stop?

edited Nov 22, 2019 10:23AM in CRM 3 comments

We’re experiencing strange behavior related to support cases. Consider the following use case: [LIST=1]
[*]Customer writes in to support. This creates a support case in NS.
[*]Support replies to the case, from NS. They cc an employee within the company who is best suited to answer.
[*]The employee then replies to the customer, cc’ing support. This creates a second support case, rather than appending the message to the original support ticket.
[/LIST] Is there a configuration change or a fix for this? It makes it very difficult for our support team to track cases.

EDIT:

Actually, I got the use case wrong above. Here's the problem we are having:

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