BadChoice
commented
3 years ago We use a hidden text in the comments so we know where to cut, if their email client replaces any of it, or they delete it manually we have no way to detect it.. Might it be the problem?
When a client replies to an email the mail clients add the quoted text which has all the messages from that thread. The comment parser works well, it does ignore the whole thread but some information of last thread is considered as a comment. Refer the screenshot below the part in the red box is added by mail client and parsed in comment.