Ticket created twice.

[itognet]

Hi.

Often, I receive the same e-mail twice (within 30 secs).
It is always caused by the sender.

Is it possible to have Commit, to filter this or can I do it by a rule ?

Br. Dennis.

[Support Team]

Re: Ticket created twice.

Hi Dennis, I'm not sure that I'm 100% following you here, in any case, if the customer sends two or more separate emails reporting on the same issue without replying to the Auto-Response email with the Ticket number in its Subject then new tickets will be created. This is not something that can be blocked as the customer is allowed to report any number of problems and have each open a new ticket.
If the report is about the same issue, simply use the Ticket Merge feature (under the Tools > Data Tools menu) to merge the two tickets into one.

HTH
Dina