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Duplicate tickets on JSD

Hello everyone,

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 to

when the email received by it creates a ticket at JSD. 

When I want to reply to the user I go to mailbox and reply from and not from and when the user is replying it creates a duplicates ticket.


Please tell me what I need to do to resolve it! 




1 answer

0 votes
Jack Community Leader Jun 15, 2021

So I assume that is your email channel for the JSM project, correct? Further I assume that is a customer of said project, correct? 

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.

Hi Jack, 

Thanks for your reply,

both emails and are mines, I'm using the for the tickets only and it forwards to that creates a ticket in the JSD, 

From what I understand from you, you suggest using the email project and not the one directly to the JSD?  




I forgot to mention that not everyone is using our ticket system, they use to send us an email to only part of them is using our ticket system that using 

Jack Community Leader Jun 15, 2021

I am a bit confused with how you have set up the email channel in your project.

here are some useful links:

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