Customer responses are not posted on the tickets.
I just recently am having an issue with responses from customers not posting with in Service Desk. When a ticket is created, I may need more information so I go into the ticket and click on the "reply" button and an email is generated and sent to the customer. I look at the ticket after I do this and I see a green email icon on the ticket stating an email has been sent. The issue is when the customer replies to the email. I check the mail account and the email is there, but the system isn't picking it up and putting it in the ticket. The icon never changes from green to red and the email is never recorded in the ticket. I have reset the password for the email account and that didn't solve the issue. I have stopped and started the services and rebooted the server several times but nothing seems to be working. Any suggestions would be greatly appreciated.