Issue with automatic merging of email-based tickets

matkuc

Hi,
I’m having an issue with tickets created via email. I’d like every message sent to helpdesk@company.com to generate a separate ticket, so that users can then use the provided links to access their individual requests.

Right now, when an incoming email has a subject and body similar to an earlier ticket, osTicket merges it with the existing one instead of creating a new ticket. We’re trying to better structure our workflow, so having every email create a new ticket would be ideal for us.

I’ve seen previous posts mentioning that tickets can merge automatically based on similarities. Is there a way to disable this behavior for tickets created from emails?

KevinTheJedi

matkuc

I’m almost positive your user is replying to an existing email instead of creating a new email. Have them compose a completely new message and it will create a new ticket.

Cheers.

matkuc

Unfortunately, no. In the attached screenshot, you can see three separate emails — two of them (marked in red) were merged into a single ticket, while the one highlighted in yellow was correctly created as a separate ticket.

KevinTheJedi

matkuc

Go to the thread entry that threaded through. Click the dropdown arrow on the blue bar of the entry and click View Email Headers. Scroll down and see if you can find any In-Reply-To or References headers. If either exist it’s not a new email rather a reply.

Cheers.

matkuc

Okay, you're right — the user probably lied to me and actually replied to the ticket. Thanks anyway for your help. Have a nice day!