PSA: TICKETS: Ticket Comment email is being sent for tickets created via email despite setting "Ticket Comments - do not email comments by default" enabled in Ticket Preferences

Known Issues
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Subject : PSA: TICKETS: Ticket Comment email is being sent for tickets created via email despite setting “Ticket Comments - do not email comments by default” enabled in Ticket Preferences

Description of Issue : Ticket Update emails are being sent to customers whenever a ticket is created via email even though the setting “Ticket Comments - do not email comments by default” is enabled in Admin > Ticket - Preferences

URL where error occurs :
syncromsp.com/administration/communication_log
syncromsp.com/mailboxes/

Affected Objects Listed : N/A

Steps to Reproduce :

  1. Create a customer with your Syncro email address
  2. Navigate to Admin > Tickets - Preferences and check the box Ticket Comments - do not email comments by default. Save.
  3. Navigate to Admin > Email - Mailboxes; if a mailbox is present, select Edit and make sure Send Lead/Ticket AutoResponder (respectively) is enabled; if no mailbox present then skip.
  4. From your Syncro email address, send an email to your Mailbox. If not Mailbox send to yourdomain@syncroemail.com

Next Steps :This has been logged with the developers for investigation