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Some replies create a duplicate ticket rather than reply on the ticket


Hi All, 

Got a weird one here, 


So sometimes when our users reply to our tickets with our "designated" email in the reply and it will go into the ticket that was generated first, 

And in some cases when users reply it will generate a dupe with RE at the start and every reply after that will continue to generate another ticket with the same name 

Could this be a user permission issue? 

add some more context, the example in this case, was replied to by users from a Distribution list,

2 answers

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Oct 06, 2023

Hi @Khuram Khalil 

As long as there is issue key in the subject like, the duplicate issue should be created & same issue should get updated with comment. However, if the someone removes the issue key from the subject, then its normal behavior, a new issue will be generated.

Please educate your users in such case to not to amend the subject like & not to remove issue key from subject. 

add some more context, the example im referring to was sent to a Distribution list and the users from said list replied

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