I’m writing wondering if there has been a change to how duplicate tickets are handled. In the past, I click the drop down next to the Resolve button and select “Resolve-Duplicate Ticket”. Then I select the ticket number that I want to merge to and then it was complete.
When I tried this just now, I got an error saying I must choose a resolution action. Is this intentional or is it a bug?
Sounds like you’re seeing the same bug as another district - older post here:
I would suggest subscribing to that link above, we will update all users there.
Thank you
Tickets that are responded to the agent from the users email are creating multiple duplicate tickets. Is there a way to prevent this?
Tickets that are responded to the agent from the users email are creating multiple duplicate tickets. Is there a way to prevent this?
Are the users replying to the iiQ notification email and adding other addresses to the CC or BCC field? Or something else?
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