Tickets won't close and are re-opening

[jmojica]

How our current system works is that an end user will send a ticket to helpdesk@company.com and Lansweeper will automatically open a ticket.  

When an agent goes to close the ticket, for some reason that helpdesk account goes back and re-opens the ticket.  The agent will then have to go back into the ticket and close it a second time for the ticket to stay officially closed.  

How do I prevent the helpdesk account from re-opening tickets?

[jmojica]

I also need to add that I configured the "ignore these senders" setting on the configuration for the Help Desk but the issue still persists.