Each week a duplicate of a previously closed support ticket is automatically created. Do you know why this would be occurring?
Hi @Kenny Wipperman just a couple of random thoughts of things to look at. Do you create new Support tickets via email? Is there a possibility that email is creating a new ticket somehow?
Also, do you happen to use Automations? That might be another thing to check.
Just a few ideas off the top of my head.
Sorry @Kenny Wipperman do your customers create new tickets via email. I'm wondering if there's a timing thing creating the new ticket.
Good question, they do not.
Does it do this with all closed issues or only certain issue types?
If it’s copied 1:1 then it’s possible that there is some automation behind it. Maybe the space administrator set up an automation that duplicates the issues once a week?
I saw a similar case where incoming emails from certain providers created exact copies of the same message but it turned out to be a problem on the senders side.
The administrator can also check the logs to find out why this is happening.
Thanks @Vladislav Tsaregorodtsev I have created a bunch of the same type of tickets and this is the only one doing this. Yes, it is copied exactly 1:1. Let me reach out to the admin.
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