15 to 20% of email replies to tickets were failing to be recorded in tickets.
Some tickets in the system were not updated properly when a customer or technician replied to the ticket via email.
The email reply account was being added to tickets as a contact due to how people were working in the ticket. As a result, when an email was replied to, the system tried to send 2 emails to the system, the first was received and the second was being mis-configured and thus not properly interpreted by the system.
ITSM Core Team is working with the vendor and Email Group to determine what caused the issue, but at this time all email replies are resulting in ticket updates.
ITSM Core Team will continue to check error messages and verify if the information from the message has been placed in the ticket by the automated system. If this issue reoccurs then a ticket will be open with the vendor again. The vendor is also planning within the next year to change their email reply to tickets system.