When replying to an email the queue email address is added twice

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Posted on by CU26091537-0

Hello,

I’m encountering an issue where my "Reporting Support" queue is automatically being added to the "To" field when I send an initial email reply to a user from a case record. This leads to multiple emails appearing in the timeline, as the reply is technically being sent from the queue.

Is there any out-of-the-box functionality in Dynamics 365 that could be causing the queue email to be automatically populated in the "To" line? Any insights or suggestions would be greatly appreciated!