Version of osTicket? 1.10Have you added the ticket# to the subject of the email templates? The Ticket number is in the email subjectAre the people replying to the ticket owner or an agent? BothAre you collecting tickets via IMAP or POP? No. Web Only.What are you doing with the emails afterwards? N/AI am having an issue similar to the one discussed here: http://forum.osticket.com/d/discussion//how-to-prevent-duplicate-tickets-and-threads.I don't know exactly when it started happening and it is not consistent, but when users and agents post a thread to a ticket, it is sometimes duplicated 2 or 3 times. As you can see in the screenshot below, a ticket was opened on August 10th and the threads posted normally until some time on August 13th and the duplicate problem continued on the 14th. No additional threads have been added on this ticket since, so I cannot report on whether the issue is a continuing one or not. I can, however report that a new ticket was created along with several threads and no duplicates appeared on the new ticket or thread.Any help/thoughts would be greatly appreciated.blank

In my experience this is either the user is sending the information twice via the ui -or- you are collecting mail to update tickets and cron is being fired and not completing before a second cron triggers thus grabbing the same emails twice.

But that is not the case here. There is no CRON. No emails are collected for tickets. And while I can't speak for the end user, the agent did not hit the ui button more than once. he is a software engineer and very aware of such things.

Is the software engineer using an autofresh plugin for their web browser?

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