The system identifies incoming emails related to already existing Tickets and forwards them to the Internal Support Team Email for manual handling. Identifying an already existing Ticket is performed in two phases:
| 1. | Identify that the source of the email is a valid Account in your system. |
| 2. | Identify the Ticket number in the email subject and forward this message without opening a new Ticket for it. Note: If the Ticket number in the email subject was not found in the Commit database, the email will still be forwarded, with an error indicating that this ticket was not found. |
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