There are a number of our customers who send in emails which is causing us major issues:
For example -
John at ABC Company sends in an email from email@example.com
We then get an email from Adam at the same company, and from the same email address, firstname.lastname@example.org
Unfortunately the contact is already set up now as 'John', and so when Adam sends in the ticket, he gets a response back from our support guys, addressing him as John.
There then becomes confusion as to who our support guys should be speaking to about each ticket, John or Adam...
Any sensible suggestions or is this a bug experienced by others too?