When a user is manually notified from a ticket, and the user replies to that manual notification, then maileater picks up that response email and attempts to update the ticket, the update never makes it into the ticket.
This can possibly be caused by the end user, who responded to the manual notification, being an employee access type. Since that user is not the affected end user, or assignee on that ticket, they do not have rights to update that ticket.
CA Service Desk Manager - ALL VERSIONS
Employee access type users cannot update tickets via maileater if they are not the affected end user of that ticket as permissions only allow for analysts to update tickets they are not assigned to or are not the affected end user on.