Hi Everybody,

I was wondering if someone can help in below scenario.

We are running Helpdesk (at v5.1) in our company. It is configured such as Users can email to generate Tickets. Now, the problem is that instead of replying / updating / giving information on the Ticket No # generated email, Users change the subject or send new emails; resulting in multiple tickets for same issue! With a large volume of such kind, is there a mechanism to stop this in configurations, ticket rule or something?


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Teach your users the importance of not changing the subject line. Technology is no substitute for knowledge. Any ticket rule designed to resolve this sort of thing would undoubtedly cause more problems than good.
Answered 04/02/2011 by: cblake
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