osTicket 1.11(stable) : every time we respond to a ticket it automatically creates a new ticket, please we need your help. I used php7, database mysql.
How are you "respond"-ing to a ticket?
there is a text field at the bottom of the message with a reply
@sipe
This means you are replying to a System Email.....stop replying to a system email.
Cheers.
The ticket is created when the user sends a mail to the system mail. And when I try to answer a new ticket is created
So user sends an email from user@domain.tld to supportemail@domain.tld. You log into the instance using an agent account. You look at the ticket. You type in a response. You click submit. And the ticket does not get updated... and it creates a new ticket? That makes zero sense to me.
