Multiple tickets from same mail address

[lltarget]

Hey,
sometimes it happens, that a customer write more than one mail from the same e-mail address. For each mail otrs creates a new ticket.
Problem here is, that one agent answers Ticket A and another one Ticket B. Now we have two cases and unnecessary work because it would be enough to answer only Ticket A and to close Ticket B.

To prevent this: Is it possible to create a ticket by the email address? So all new emails from one mail will be in the same ticket?

Another question: Is it possible to show all "double" tickets via the filter for example?

[skullz]

are they (customer) writing about the same issue ? you may want to look at ticket merged function

[lltarget]

99% they write about the same issue and every agent can answer the requests.
I know the merge function but its a lot of work. Right now the steps are as followed:
1. Open the ticket
2. Open one template (in case the e-mail address is not visible in the "from" section)
3. Copy the email address and use search function to check if there are more than one ticket.
4.1. One ticket -> open it again and send the answer.
4.2. Two or more tickets -> open all tickets and merge all to one ticket and send the answer.

[skullz]

Afraid may need custom filter or development..

Or check this addon either suite your need..
https://opar.perl-services.de/dist/Merg ... kets-6.0.1