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It's normal open ticket when client reply?

Posted: Tue Jul 25, 2017 11:31 am
by caygri
Hello,

yesterday with your help I setup automatic ticket and work fine. But now when client reply, and i receive notification, the email notification open a new ticket. How is possible?

Re: It's normal open ticket when client reply?

Posted: Tue Jul 25, 2017 5:45 pm
by Klemen
Because you are using the same email as you use for "email to ticket" also as a staff member email.

So when the staff member gets notified of a new ticket, that notification is turned into another ticket...

Don't use that email for anything else, especially not for staff accounts.

Re: It's normal open ticket when client reply?

Posted: Tue Jul 25, 2017 8:23 pm
by caygri
oh ok! :oops:

thank you so much!