Problem with adding note to ticket by email

Good morning everyone reading this, Currently having a problem with a user trying to add notes to a ticket by email and for some reason it doesn't let them reply and send them this email

"ERROR: Your support request could not be processed

GPS Helpdesk, We're Sorry, your email address was not recognized by the help desk, so your request for support could not be summitted"

Everything else on this user's account works fine; creating tickets, adding notes to tickets through the application, but not through email.

Wanted to know if anyone had this same problem and how they fixed this issue,

Thanks in advance!

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email_to_ticket_automation

reply to email to add note

notes

email_tickets

Accepted answers

RFroggy

This problem was solved by deleting a duplicate account under the same email address. Which fixed the adding note feature through email

All comments

leos

I believe a few folks are having issues using email to update tickets. What version are you on? Are other users able to use email to update tickets? Maybe go to Clients tab, look up their info and make sure they have rights to update tickets through email?

RFroggy

12.7.6, Others are can reply to the tickets, their account settings are the same as the other users

leos

Could something be wrong with their email address? Check to see if something is off or maybe put your email in her profile and see if it goes through maybe.

RFroggy

This problem was solved by deleting a duplicate account under the same email address. Which fixed the adding note feature through email