Tools
Responding to an email with your Web Help Desk email address generates duplicate tickets
This article addresses the issue where Web Help Desk creates duplicate tickets when a client or tech responds to an email that includes the Web Help Desk email address.
First published date
10/24/2018 6:10 PM
Last published date
10/24/2018 6:10 PM
Overview
Web Help Desk generates new tickets through email based on the subject line of the email. Any new emails sent to the Web Help Desk address that does not have a ticket number in the subject line will be considered as a unique case and a new ticket will be created.
Sample scenario:
- Client Joe sends an email to the Web Help Desk email with a subject line: "Password reset."
- This email was sent to the Web Help Desk email which also happens to be a distro for the IT staff.
- Web Help Desk processes the email and turns it into ticket number 10009.
- Web Help Desk will send out an email notification to the client and to the assigned tech/techgroup and this email will include Ticket Number 10009 in the subject.
- Of the the IT guys that belongs to the distro replied to the original email (with subject line: "Password reset") from client Joe
- That email reply from the IT staff will have a subject line of RE: "Password reset", which will be sent to the Web Help Desk email as well because they chose Reply To All.
- This email will be considered unique by Web Help Desk and a new ticket will be created.
Sample scenario:
- Client Joe sends an email to the Web Help Desk email with a subject line: "Password reset."
- This email was sent to the Web Help Desk email which also happens to be a distro for the IT staff.
- Web Help Desk processes the email and turns it into ticket number 10009.
- Web Help Desk will send out an email notification to the client and to the assigned tech/techgroup and this email will include Ticket Number 10009 in the subject.
- Of the the IT guys that belongs to the distro replied to the original email (with subject line: "Password reset") from client Joe
- That email reply from the IT staff will have a subject line of RE: "Password reset", which will be sent to the Web Help Desk email as well because they chose Reply To All.
- This email will be considered unique by Web Help Desk and a new ticket will be created.
Product section
Web Help Desk
Cause
Technician or client replied to the initial email that included the Web Help Desk email address.
Since the ticket number is not present in the subject line, Web Help Desk assumed it was a unique request.
Since the ticket number is not present in the subject line, Web Help Desk assumed it was a unique request.
Resolution
Technicians and clients should not reply to the original email used to create the Web Help Desk ticket. They need to wait until Web Help Desk processes the email into a ticket. Once the ticket is created, Web Help Desk will send out an email notification to the client and technician with the proper ticket number in the subject. Technicians and clients need to reply to this email from Web Help Desk to avoid duplicate ticket entries.
Also need to make sure that the Web Help Desk email is not a distro. This will cause the members of the distro to get the initial email and reply to it before Web Help Desk processes the email and turn it into a ticket.
Also need to make sure that the Web Help Desk email is not a distro. This will cause the members of the distro to get the initial email and reply to it before Web Help Desk processes the email and turn it into a ticket.