Mulitple tickets with same question

[ju88a]

Hi

We like many others have customers emailing in the same question repeatedly, causing agents to waste time merging tickets. I have googled and searched this forum for a good method but have failed to find one. I realise that there is postmaster filter and generic agent that could achieve what I am after doing. What I would like is an auto merge of duplicate email from same customer or something similar. When I look at generic agent which I think is probably the best way to achieve this task I fail to realise what I need as the first filter without causing problems with other tickets, like if I say search for same subject and then merge its gonna open a whole new can of worms.

Can anyone help me or point me in the direction that they used and worked please.

Many Thanks

[schulmann]

What about auto replies after ticket creation?