1 Reply Latest reply on Mar 29, 2017 9:50 AM by Barry Harris

    WHD Creating Duplicate Tickets

    jcolemanahc

      Hello,

       

      Every time a client updates their ticket with a new note WHD creates a new duplicate ticket with said note. I could of swore there was a setting to turn this off, I think one of our Techs checked this option but I cant find the setting anywhere.

        • Re: WHD Creating Duplicate Tickets
          Barry Harris

          Hi, Make sure they are replying inline to the email they received from WHD concerning that ticket number. If they do not reply with the correct subject line, then the system will create a new ticket every time.  I have seen many times where the client was just submitting their response without the correct subject line which WHD uses to match the incoming email to the appropriate ticket and if it can't, it will create a new ticket.  You may have already done this so just in case.

           

          Barry