We have a duplicatable issue on our system:
We have two departments that we setup, each has its own email address (billing and abuse), each has its own template.
We have setup filters on email = billing@domain.com and abuse@domain.com to send those emails to their respective departments.
A ticket gets sent to the address billing@domain.com and the user gets an email informing them the ticket is generated along with a link that works and this email is from the correct template.
The helpdesk admin gets an email saying a ticket has been created in that department.
That ticket simply does not exist in the Tickets tab under open or anywhere else.
Having checked the ost_tickets table it doesn't exist in the table either... not sure which gremlin is eating them!
It should be noted that the billing and abuse departments have no employees, these requests will be handled by the general staff, we just wanted to use different templates.
We have generated 3 tickets for each of these departments with no ticket appearing in the staff panel.