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Level 7

Email replies opening new tickets

When anyone in our organization responds to a ticket update via email it web help desk is opening a new ticket. How do I fix this?

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Level 14

Re: Email replies opening new tickets

Is this a recent new issue or ongoing?  just for reference what version are you on?

The common reason this occurs is users change the subject line and it messes up the parser and creates a new ticket.

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Level 7

Re: Email replies opening new tickets

Hello,

We are using version 12.6 and we just set up this help desk four or five days ago.

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Level 14

Re: Email replies opening new tickets

Okay,

There are not too many settings that should affect this. I took a quick look at my email settings and don't see much that would prevent this from working. May want a support case.

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