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Issue with helpdesk creating duplicate tickets using Email Communication Channel

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edited Aug 29, 2023 3:14AM in Help Desk 3 comments

Summary:

We have below issue happening in our production environment when help desk tickets are created through email channel.

Duplicate tickets are created when employees or someone copied starts replying to the original email instead of responding back to the acknowledgement email.

Content (required):

Steps to reproduce the issue

1- Employee sends email to HR helpdesk copying other employees in the email.

2- Ticket gets created for the reported issue and an acknowledgment is sent to the employee.

3- Now later the employee or someone else copied responds back to the original email asking for update

4- This creates another helpdesk ticket and sometimes we end up having more than 10 tickets for same issue.

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