AI Agent Preventing an Additional Ticket (form) Submission

I do not want to prevent my customers from being able to submit multiple tickets. We are a SaaS based solution and users may have escalations prior to their initial submission having been closed. However, my AI Agent continues to give this reponse:

Unfortunately, the system still limits you to one ticket submission at a time, so I'm unable to create a new ticket for you right now. If you have any questions or need assistance regarding your existing ticket, please feel free to share, and I'll be happy to help!

I have added multiple rules to try and override this and allow additional form submissions. It is not working. How can I do this?

Hi Kevin,

Thanks for reaching out to Jotform Support. Can you share with us a screen recording of what’s happening so we can try to replicate it on our end? You can share the video recording on any public sharing platform like Google Drive or Dropbox, or you can simply use Loom to record the video and share the video link with us.

Once we hear back from you, we'll be able to move forward with a solution.