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andyb72's avatar
andyb72
New Member
5 years ago

Duplicate tickets being created via email - suggestions?

Hey everyone.   I've got something here that is hopefully easy to solve. It probably involves utilizing triggers, but my mind cannot seem to crack this one.   Our current setup is quite simple. W...
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GlennD's avatar
GlennD
GoTo Manager
8 months ago

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.