Duplicate tickets in the Service Desk

Question

Hi,

We have a problem with duplicate tickets in the service desk, when someone replies to the ticket notification through the email (so they don't reply in the portal but directly to the notification) we get a duplicate ticket.

There is no one in the cc and it happens when the ticket reporter replies.

Any ideas how to fix/counter this?

Damian de Vries · Answer

Hi @Ajay  _view26_ ,

The reporters are the same for the duplicate issue.

For example, the other day a customer created an issue through the servicedesk portal.

I replied to the customer and he replied back through email, for some reason this creates a duplicate issue with "re:" in the title.

He didn't respond through the link in the notification email, but directly to the mail I think.

I was wondering if there was some way to counter this.

Ajay _view26_ · Answer

Hi @Damian de Vries

Welcome to the community!

Can you elaborate  duplicate created - Are the reporters same for the duplicate issue created?

Cheers

Ajay