How to avoid multiple ticket generation

[sdeshpande]

Hello All,

How to avoid multiple ticket generation when people respond to initial email with different prefixes such as Re, RE, Fw, FW, FWD, Fwd

All help is appreciated.

Thanks,

[jojo]

if the Ticket# is in Subject it will be assigned

[sdeshpande]

No. Usually clients and agents send replies to original email that they send to ticketing system.
Which essentially causes multiple ticket generation.
Some will reply with prefix as Re and some will reply with prefix as RE


Thanks

[jojo]

Customer can receive an Auto Reply which tells them the ticket# and will reply to this.

Agents are not working via email, they will use the frontend

[sdeshpande]

In our case they are using email.

[jojo]

thats not the way OTRS is designed for.

[sdeshpande]

Ok

[jojo]

so it should work like this:


Customer mails to an email address which will only be sent to OTRS
OTRS sends out an auto reply to customer
OTRS sends out notifications to agents

Agents will log into OTRS to respond to customer, add notes, solve the issue...