Update a ticket by email from the requester
Ok, this is weird. We've just started using servicedesk and like the power of it, but it's behaving strangely.
If a requester replies to a ticket notification, instead of updating the ticket, it creates a new one. If we disable the function to create new tickets by email, the updating works again!
Is this by design? Can we only have one of the two functions? It'd be a shame if so, because we really want to be able to create new tickets by email, but also want users to be able to update their tickets too.