I hope you are doing  well today.  I am not sure when the customer replied the answer with an email (not in support center) created a new request number.  When one engineer replied the same email the system created a new request with a different customer.

For example: Customer A from Company A sent an email and when the engineer replied to the Customer A from Company A, the system created a Company B for Customer A.

This is the first time that it happens to me. I appreciate in advance your help in this matter.  Thank you.

kind regards,

Erasmo Paredes