Duplicate tickets on JSD

Yehonatan_5z3xut

Hello everyone,

I hope you can help me with an issue I'm trying to resolve without success,

Scenario:

I have a system that sent a ticket from info@xxxxx.com to hd@xxxx.com

when the email received by hd@xxxx.com it creates a ticket at JSD. 

When I want to reply to the user I go to hd@xxxxx.com mailbox and reply from hd@xxxx.com and not from info@xxxx.com and when the user is replying it creates a duplicates ticket.

 

Please tell me what I need to do to resolve it! 

 

Thanks,

Jonathan

Jack Brickey

So I assume that hd@xxxx.com is your email channel for the JSM project, correct? Further I assume that info@xxxxx.com is a customer of said project, correct? 

I don’t understand why you are going to the HD mailbox to reply. You should be replying from your I will email address as an agent.

The point here is that a customer sends an email to the project email channel. This creates a ticket in the project with reporter set as the customer. Agents will be notified of these issues and they can either add a comment in the application itself or reply to the email which will notify the customer sent in the request. I'm trying to apply those basic principles to your post to understand what is going on.