Ticket status not updated on reply

[PhilipS]

Hi,

We have recently started experiencing a problem in SupportSuite when customers reply to tickets.
When a customer emails support, a ticket is created with the 'Open' status, and when we reply it is changed to 'Awaiting Response' as expected.

However, now when a customer responds to our reply the ticket stays as 'Awaiting Response' rather than changing to 'Open'.
Also, the 'Last Replier' in the ticket list remains as the name of the staff member who replied, rather than the customer name. The Audit Log for the ticket does not have an entry for ‘New reply created by customername’ either.
The reply is there, but SupportSuite doesn’t seem to notice it.

We have two departments set up and this issue occurs in both.

We’ve not made any configuration changes in quite a while, so could this be a bug?

Thank you