Hi,

Many of the emails our servicedesk processes, are redirected from another mailbox.
This works fine for creating new tickets from mail, or for adding replies to tickets.
Unfortunately, these redirected emails do not trigger tickets to reopen when closed.

E.g.
Servicedesk mailbox is IT_servicedesk@company.com

Replies to closed tickets sent directly to IT_servicedesk@company.com properly reopen the ticket.

Replies to closed tickets sent to alternative_address@company.com which are then automatically redirected to IT_servicedesk@company.com by an mail rule, do not trigger ticket reopening.
The email is properly attached to the ticket, it shows the correct (original) sender too, but the ticket is not reopened.

Is this a bug, or some incorrect setting?