Hello,
When a customer sends an E-mail to the Interacation Center, this E-mail is available in Agents Inbox under status "Open". Our system also creates a Ticket automatically.
If an Agent click on the Support Ticket (Service Request), this email is available Business Context:
If an agent now clicks on the E-mail, and reply's on it. This ticket is updated: 
However, the E-mail sent from the customer is still located in the agent inbox with status open:
Anyone know how to fix this?
Regards,
Bendik