I am not sure if I am doing something wrong, but I have triggers where the Actions include emailing the requester or notifying an external email target; but the corresponding email is not associated with the originating ticket. The problem being that if the requester then replies to that email, it creates a new ticket. Is there a way to make sure that the email continuity stays in place? I don't want to tell them they have to go find a different email to reply or to log in to the website every time an email is sent to them via trigger.
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