Hi,I have a user that has a ticket opened earlier in the year and was closed. Then a customer sent a response to the ticket and it got reopened. The user took the email and started corresponding with others, not the customer. After some time the user want to create a ticket for this email, so she forwarded to her department's ticket mailbox. Instead of OS Tickets creating a new ticket, it added it to the existing ticket. And the customer saw all the internal comments. Why would forwarding the email to the mailbox not create a new ticket but add it to an existing one?