I hope you can help me with an issue I'm trying to resolve without success,
I have a system that sent a ticket from email@example.com to firstname.lastname@example.org
when the email received by email@example.com it creates a ticket at JSD.
When I want to reply to the user I go to firstname.lastname@example.org mailbox and reply from email@example.com and not from firstname.lastname@example.org and when the user is replying it creates a duplicates ticket.
Please tell me what I need to do to resolve it!
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.
Thanks for your reply,
both emails email@example.com and firstname.lastname@example.org are mines, I'm using the email@example.com for the tickets only and it forwards to firstname.lastname@example.org that creates a ticket in the JSD,
From what I understand from you, you suggest using the email project and not the email@example.com one directly to the JSD?
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events