Duplicate tickets being created via email - suggestions?

Hi margaretohler, welcome to the community.

Whenever anyone emails the Helpdesk without an existing ticket number in the subject field a new ticket will be created. So the best practice is to direct your customers to email the Helpdesk directly. That way, the customer emails the helpdesk > ticket is submitted properly > the response gets sent to customer with the B# in the subject line > customer replies to that without duplicating the ticket. Also, avoid behaviors where the Helpdesk is being CC'd on Emails.