Email from reporter are creating new tickets instead of adding as comments

[Nicholas]

When user send in an email reporting an issue, a ticket is created as it supposed to.

However, if the user reply his/her own email that was sent in earlier (email thread now has 2 emails by the same user), a new ticket is created instead of adding as comment on the first ticket even though the contents of the email thread are the same.

This won't happen if someone else replied the first email before the user reply his/her own first email.

Aren't the email handler supposed to add email as comment when the contents of the email thread are detected as the same regardless who is the one replying the email thread?

[Jack Brickey]

This seems to be a popular topic tonight. Here is another thread on the same subject. See if it helps. duplicate-tickets

[Nicholas]

Thanks Jack, I'll go check it out.

[Nicholas]

Hi Jack, I have read the thread that you provided but my scenario is a bit different as follow:

1. Jack sends email to JSD to report an issue and he Ccs Sally
2. JSD send notification that issue abc-123 created
3. No one reply neither Jack nor JSD email.
4. Jack replies to all using the email from JSD, asking for update.
5. JSD send notification that issue abc-124 created

JSD created two tickets for Jack instead of treating Jack's second email as comment event though Jack is replying to the JSD notification of abc-123 being created.

Any solution to this?

[Jack Brickey]

Certainly that is not supposed to happen. Has this been working before? Does it work correctly in any scenario? Does this happen with all users?

[Nicholas]

Everything is working fine if someone else replied the JSD email before Jack does and Jack's reply afterward will be commented as well. Just that Jack can't be the first one to reply the JSD email before anyone does, else it will be treated as a new ticket.

This happen to all users.

It happen since the beginning so I'm not sure is this normal. I find it strange because lets say no one reply Jack for the long time after the ticket is created, and Jack just want to follow up on the issue. It won't be logical to treat Jack's follow up email as a new ticket since Jack is doing correctly that is to reply JSD notification email.

I have tested, even if Jack reply his own first email and not the JSD email, same thing will happen.

[Jack Brickey]

And only if a Cc involved? I’m out of ideas at this point. Without being able to actually see/troubleshoot I can’t think what to try. The one last thought is to ask if you are using an email addon like JETI? I have seen the, be the cause for odd email issues.