Add a Note in the Help Desk email notification creates a new ticket instead of adding it to existing ticket

l.vanpelt

Some of our users are reporting that when they select "Add Note" in the email notification that they receive, a new ticket is created.  The way it works for most of our users is that if "Add Note" is selected, the web help desk attaches the emailed response to the existing ticket as a note.  Has anyone experienced this, where some users can add a note to an existing ticket by responding to the email notification, and other users following the same steps have a new ticket created in error?  We are on version 12.7.6.