If a customer responds to a support ticket from an e-mail address not defined in his account, Odin Business Automation Standard (OBAS) would say one of the staff members is responsible for the comment instead of the customer.
There is a feature request PBAS-29401 to set a comment's owner as 'Unknown' when a customer replies from an e-mail address not listed in the customer account. It will be implemented in future OBAS releases.
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