CC'd emails to "support@xyz.com" causes multiple tickets for each reply.

patg84

One user on the outside sends an email with a list of people CC'd on it. Our support email was included on the list. Each reply from any member of the chain creates a new ticket. This is clogging up our system with unnecessary tickets. How do we resolve this?

I see "Accept Email Collaborators: (Automatically add collaborators from email fields)" exists but with this disabled will all responses to the original email disappear and not show in the ticket?

Essentially it'd be nice if all responses to the email from the outside would fall in line under one ticket on our end. Essentially these are usually questions that should have gone to another email but the user isn't looking to see what email they're sending it to.

ntozier

Not real sure what you mean by "outside".

Should these people be able to send emails to your ticket system?
If not then you could block them, or their domain. (Admin panel -> Emails -> Banlist)

If they shouldn't have accounts, you can also make your registration method private, or or require registration to create tickets. (Admin panel -> Settings -> Users)

Are they replying to the original email thread, and not the email from the ticket system?
Weird things can happen if they reply to the thread, as it would generate new message-ids.

And like you mentioned already you can disable Accept Email Collaborators.
(Admin panel -> Emails -> Settings).

KevinTheJedi

ntozier

Look at the raw email headers for a user reply that creates a new ticket. Does it have a In-Reply-To header, or References header(s), or a Ticket number in the subject line? If not the system will see it as a new unrelated email as there is nothing to relate it back to the Ticket.

Cheers.

patg84

Outside as in non account holders for osTicket.

Yep one person, we'll call OP (original poster) from gmail sends CC'd emails to yahoo, gmail, and our support email (custom domain). Each reply-all from any user causes a new ticket to be generated when that email hits our support email.

"If they shouldn't have accounts, you can also make your registration method private, or or require registration to create tickets. (Admin panel -> Settings -> Users)"

This is what it should be set to?
Yes - Public - Registration and login are required for new tickets

patg84

KevinTheJedi Thanks for that insight. Unfortunately for some reason I see no source on the emails in Thunderbird. It only seems to apply to the messages automatically moved by osticket to a subfolder under INBOX. Not sure if osticket is stripping that prior to creating a ticket from the email or not.