Customer getting copy of ticket email unexpectedly

Ill be opening a support case too but in case anyone has seen this.

It was brought to our attention today that when a customer sends an email directly to our support email address Syncro now takes that message wraps it in the syncro html wrapper, modifies the subject and sends it back to all that were on the original email chain.

Looking in communication logs this appears to have started when our account became rich text enabled. This never happened before that, no settings have changed on our end. “Tickets do not email initial issue by default” is still selected in the ticket preferences.

Has anyone else had this happen and have a fix?

This is a known issue with the rich text rollout. The engineers are working on a fix as we speak.

Thanks for the confirmation Andy.