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Answering to a ticket creates new ticket

Hi,


customer's reply to an existing ticket somehow created a new ticket. What could be the cause? And is there a way to fix this?


Thank You for answering,


Kristýna Kubáčková


Hello Kristyna,


I'm converting this thread into a support ticket for further troubleshooting purposes. One of our support heroes will get in touch with you soon.


Cheers!