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I am having some issues with my service desk.
1. When users create an issue via email and they send their email to firstname.lastname@example.org, the issue creates, but when the support team responds, their responds does not show under the comments on the ticket.
2. When the user replies to the email from support, and they cc someone else new that was not initially on the original ticket logged, a new issue is created instead of updating the current ticket with the responses from user.
Is there anyone that has experienced something like this?
hi @Teja ,
I tried those steps and i selected the
and i selected the channel access as Open,
but i still get duplicate tickets when a user replies to that specific project. It's only happening for one JSM project, but the other projects are working fine.
Just to add on, not sure if this is important but the project is set up with a shared mailbox and not with a distribution list like the project that is working fine.