I would like to understand what is happening here, I'm puzzled:
We have created a ticket and sent it to an end user in our user list.
The same person replies from a second email address, also in our list. This user has two email addresses and has previously used both to communicate with us. We have written to one address and he has replied from the second one.
His reply shows up as an internal note to the ticket, not as a public comment.
Any idea why that is?
I have seen this happen with at least 2 tickets (for different end users).