9 Replies Latest reply on Dec 8, 2017 4:24 AM by Andy Pease

    How can i stop duplicate tickets opened when a customer replies to an already open ticket

    Andy Pease

      Duplicate tickets are created when a customer replies to an already open ticket

      E.g. Customer calls in and ticket 10 is opened and the customer receives an email confirming that ticket 10 has been opened from servicedesk@

      The customer then replies to this email requesting an update the current set up opens a new ticket 11. Then emails the customer to confirm ticket 11 is now open.

       

      Ideally i would like this not to happen and not to have to merge tickets if possible

       

      Thanks