How to prevent new tickets from being created when user\ticket owner replies to KACE email notification
Hello, we have setup our KACE helpdesk where when a new ticket is created, an email notification is sent out to the ticket submitter acknowledging the ticket, and an email is also sent out to the ticket owners. We found out that, when a user\ticket owner replies to the email notification sent to them coming from KACE, a new ticket is generated, which is something we don't intend to do. Is there a way to prevent this from happening? Thank you very much for your help.