Dear Colleagues
We would love to have your inputs on the following scenarios that we are encountering today and need a quick solution on
1. When a customer uses several service channels in their "To" section of the e-mail, we get several duplicate tickets created (equal to the number of channels) in the To section of the e-mail. We know this is a known and expected system behavior as we do not want to create tickets for each channel.
However, is there a way to stop the duplicate ticket creation , it has everything exactly the same just a different ticket number
2. Sometimes we are getting several duplicates from the exchange server in intervals of 15 minutes. This makes the complete ticketing process go for a toss. Solution from can probably help here too, the only difference here is the ticket creation times are also different here along with the Ticket ID's
Any suggesstions are welcome
Thanks
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