Reply-All creating redundant tickets

JustClosingTickets

Hey there. So using a Web Help Desk email address to create tickets from incoming messages is a very useful function, there's just one issue with it I'm trying to straighten out.

Sometimes people will create an email that includes Help Desk as well as other individuals. Those individuals will respond and Help Desk will treat them as entirely new tickets. Ideally I'd like Web Help Desk to ignore these entirely, as the resulting discussions typically don't involve our department, but failing that, is there a way to append these messages to the original ticket as client notes, as it does when a client emails a reply to a tech note?

leos

I asked awhile back this same thing, answer was don't put WebHD email into a group email, let WebHD create the ticket first by just emailing the info to the WebHD email.  Not sure if SW has any updates recently on it.  Here is a part of article someone linked:

ENVIRONMENT

WHD 12.4;WHD 12.5;WHD 12.6;WHD 12.7

CAUSE

Technician or client replied to the initial email that included the Web Help Desk email address.
Since the ticket number is not present in the subject line, Web Help Desk assumed it was a unique request.

RESOLUTION

Technicians and clients should not reply to the original email used to create the Web Help Desk ticket. They need to wait until Web Help Desk processes the email into a ticket. Once the ticket is created, Web Help Desk will send out an email notification to the client and technician with the proper ticket number in the subject. Technicians and clients need to reply to this email from Web Help Desk to avoid duplicate ticket entries.

Also need to make sure that the Web Help Desk email is not a distro. This will cause the members of the distro to get the initial email and reply to it before Web Help Desk processes the email and turn it into a ticket.