Leads are being created for existing contacts

We received two ‘leads’ in the past day from contacts that already exist under a customer. They sent an email to our support mailbox as everyone else does.

How do I troubleshoot these to see why they were stopped as leads without automatically creating a ticket?

Hi @justin1,

I see that you reached out to support and the issue appear to have been resolved since.

I haven’t been able to recreate it, and it hasn’t happened since. I don’t know if it was fixed or if I was crazy.

It’s been happening to me for months, new tickets being created from email responses. I just haven’t had the time to address it properly yet. Gotten really good at finding that merge button.

The instructions to use FW:(ticket number) doesn’t work either. I must have something set up incorrectly.