Replying to email on Service Desk Cloud does not add comment to existing ticket

[lnguyenchefworks]

Hi,

I'm still trying out Service Desk Cloud. When a customer reply to an email thread that belongs to a ticket, it doesn't add a comment to that same ticket, it instead creates a new ticket. If i turn off the email channel then customer cannot reply to the Service Desk email at all.

What other settings to use here?

[Artem Matviychuk]

Have the same issue...

[frank.le]

I have the same issue.