Thank you.
For instance I have a ticket open from another email me2@domain.com.
I can send an update to the ticket no problem.
The agent me@domain.com gets the update email.
If the agent enters an update me2@domain.com does not get an email update.
This was working before we switched to 365.
After a few minutes the error is presented on the ticket and it’s also sent to the agent by email.
Hopefully I’ve explained it more clearly.