Sender says the same email is being sent to him every time he replies


#1

Hello, we have a fairly serious issue with Helpmonk. We have at least two customers who are complaining about this same issue.

We have an ongoing email conversation with these customers and they have called us and let us know that every time they reply to our emails they get seem to “automatically” get sent one of our previous replies; it’s a bit hard to explain. There is no autoresponder involved here.

Basically, it goes like this:

  1. We sent an email that said “Hello, customer, to move forward we need X information from you”

  2. Customer responds with X information, but we never receive the email in Helpmonks.

  3. Customer is automatically sent the exact same email: “Hello, customer, to move forward we need X information from you”

  4. Customer responds again with X information

  5. Customer is automatically sent the exact same email: “Hello, customer, to move forward we need X information from you”

You get the idea…

This is making us look quite silly, please help.


#2

Could you please email support@helpmonks.com with information about which
conversations or users so that we can look into this? Thanks.