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efanning's avatar
efanning
Active Contributor
4 years ago
Solved

Duplicate tickets are created when users respond via email

Just started noticing this last week I think.  When I user creates a ticket, they do it via email, when we respond via the ticketing system, it's good, but if they respond to the response via email, it opens a new ticket instead of adding the info to the original ticket.  Any suggestions?  Also, a great future feature is to be able to merge duplicate tickets.  Thanks.

  • GyulaMucsi's avatar
    GyulaMucsi
    4 years ago

    Hi!

     

    Thank you for reporting this issue. We are aware of the problem and already have a solution ready. The fix should go live today.

2 Replies

  • GyulaMucsi's avatar
    GyulaMucsi
    GoTo Contributor
    4 years ago

    Hi!

     

    Thank you for reporting this issue. We are aware of the problem and already have a solution ready. The fix should go live today.