Anytime a case is opened with tech support a canned response is immediately sent out and added to the case:
"Thank you for submitting your questions to us. Case#<case number>: <case description snippet> has been created."
Recently I've been noticing new copies of this message being are being sent out and added to already open cases. Initially I thought maybe the case had been reassigned to a new TSE, but that does not appear to be the reason. Today I escalated a different case, and as soon as I hit the 'Save' button on the escalate form I was sent another one of these 'new case' messages (for my already existing case.) I'm wondering if maybe there is a bug somewhere that is triggering these new case messages to be sent out when they shouldn't be. I do have the 'ref' numbers from the messages if someone want to track them down. Thanks.