Duplicate Tickets creation

Kowshick

Hi,
Sorry for the delay. The setting you suggested is already enabled in our helpdesk but still the duplicate ticket issue exists for users sending mail from cross domain.

kindly help us.

ntozier

Are the people replying listed as Collaborators on the ticket they are responding to?

Kowshick

ntozier yes , The cross domain user who is replying in the ticket is already a collaborator , but new ticket is created for replies made by them.

Also same domain users if replied within 3mins or less , it is also creating as a new ticket. So totally two types of duplicates i am facing. Monthly 1800 to 2000 duplicates creating and facing lot of issues while presenting the monthly report to the management.

Please help for this asap.

KevinTheJedi

Kowshick

Sounds like you need to increase the frequency of fetching and/or fetch more at a time. It sounds like the collaborators email is being fetched before the initial message and since the initial message doesn’t yet exist as a ticket it creates a new one.

Cheers.

tamilselvan

Dear Kevin,

Initial message already created one ticket.While the cross domain user reply it is creating another ticket.

KevinTheJedi

tamilselvan

Ah then the collab isn’t replying to the user email or the alert. We match incoming mail mostly by references header in the mail. So if the references are not correct it will open a new ticket. Or it could be the initial ticket is closed with non-reopen status so any subsequent replies would open a new ticket.

Cheers.

tamilselvan

Dear Kevin,
With same references header in the mail while agent reply with cross domain it will create a new ticket.
If initial ticket is open status while cross domain user reply in the mail it will creating another new ticket.

KevinTheJedi

tamilselvan

Agents cannot reply via email. It will either add as an Internal Note or it will create a new Ticket with the Agent being the User. Agents must use the Helpdesk UI to reply to Tickets.

Cheers.

tamilselvan

KevinTheJedi
We cannot say to the user to use Helpdesk UI to reply tickets.
If same domain users reply via the email the mail threads has been updated in single ticket.
If some one reply from another domain only creating a new ticket.

KevinTheJedi

tamilselvan

You are confusing me...you mentioned agents so I figured you meant exactly that. Please provide us with clear information on your issue for us to better assist.

Cheers.

ntozier

A user (user1@domain1.tld) emailing the system will open a ticket, unless its a reply to a ticket they already opened.
Another user (user2@domain2.tld) emailing the system will open a ticket, unless it is a reply to a ticket they already opened.
Unless an Agent adds User2 to User1's ticket (as a Collaborator).. they cannot email reply to it and vice versa.
The only way around this is for a user to open a ticket via email and CC other people, so that they are added as collaborators.

tamilselvan

ntozier
First of all we used to add user 1 & user 2 in a one mail loop to create automatic ticket and first user1 creates the ticket it is open state,
while the user2 replying in a same mail loop it gets generating a duplicate ticket from user2 with same subject header.

For example user 1(user1@domain1.tld) request for approval for manager via email it will create one ticket and user2(user2@domain2.tld) reply same mail approved it will create another ticket.

ntozier

Is user2 a collaborator?

tamilselvan

yes

sreyems

Hi,
I also faced that issue. and I don't how to solve it. Kindly share here to solve that issues.
Big thanks

tamilselvan

Hi,
Kindly update on this...

ntozier

You could try upgrading, because my system lets collaborators email the same ticket, I'm not sure why yours wouldn't.