osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Duplicated replies to the customer
Dear osTicket Team,
I'm facing the following problem: agent replies to a customer's claim by "reply" and changes the status of the ticket. Then after some random time (once it's 10 minutes, other times almost 1 day) the very same reply is being sent to the customer. For some tickets it happens up to 3-4 times. It happens regardless of the further reply from the client (some of the agent's answers for tickets are being replied again by the clients, but not all).
It concerns around 1 in 20-40 tickets, but only 1 agent (at least only 1 mentions it).
Let me know if you need more details.
- osTicket v1.9.12,