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efanning
Active Contributor

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.

1 ACCEPTED SOLUTION

Accepted Solutions
GyulaMucsi
GoTo Contributor

Re: Duplicate tickets are created when users respond via email

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.

View solution in original post

2 REPLIES 2
GyulaMucsi
GoTo Contributor

Re: Duplicate tickets are created when users respond via email

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.

efanning
Active Contributor

Re: Duplicate tickets are created when users respond via email

Great, it worked, thanks