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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Ticket duplication

Hi ,

I have installed osTicket last week. I have an issue now. When users send email it creates a ticket but if someone replies on the same email it is creating duplicates. For example,

First it created a ticket for the following subject

damage report (ZS40) 

Then the same user asked for status by sending a reply to the same email. So the new ticket is created with the following subject

答复: damage report (ZS40) 

It is creating duplicate tickets for each of the reply. How to avoid this issue?


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