Reply to a ticket resulting in a new ticket being created
started a topic
about 5 years ago
I have found that if a ticket is replied to from a different email address to what the original ticket was sent to, the reply generates a new ticket. I found this in testing, but thought it wouldn't happen in an everyday situation. Unfortunately, this has been the case today, one of our suppliers replied to the ticket using a different email address thus causing a new ticket to be created.
I have looked in the forum and can see some people had issues with the subject not containing the ticket number in square brackets, but mine are like this:-
Has anyone else found this? is there a fix for this?