Trying to recreate an issue but not sure how to recreate it so I can troubleshoot it. Example. customer sends email to case email (in this case test@support.com) this captures the case. Support rep replies to case and the case email along with the original email (test@support.com) when the customer replies all the case is updated and a new case is created. I know this happens but I am not sure how to replicate it or stop it any ideas?

My only work-around is to manually remove “test@support.com” from the reply list. I have to do this whether replying from my email client or replying from within NetSuite.