Incidents being created twice after user replies

[Roshni1]

When a user opens an incident they get an email notification sent to confirm ticket has been opened.  However when the user replies a new Incident is created and the reply is not added to the existing incident. 

This is a new issue that has begun happening, any assistance is appreciated. 

[Dr Atul G- LNG]

Hi @Roshni1 

This is due to Email inbound action. Please check is update inbound action is active in your instance.