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Is anyone else finding that replies to comments in Samanage go directly to commentor and not to the ticket?

Question asked by lheine@linfield.edu on Apr 12, 2017
Latest reply on Oct 11, 2017 by Joel Thompson

We have noticed that several agents get direct reply from our user's to comments on their tickets, but it doesn't seem to happen all the time or consistently.  Any ideas on how to prevent this?

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