Hi Everyone!

We just started with iiQ (2nd full week in) and are running into an issue with duplicate tickets. In this instance two seperate emails were forwarded to iiQ and tickets were successfully created, but each ticket was created twice. 

We have gone through the tickets and verified they are the exact same and talked to the sender and confirmed they only sent the email once per ticket.

Any ideas on what could be causing this or how I can prevent it in the future? We will be using the email to ticket feature a lot and the last thing we would like to see are a lot of duplicate tickets.

Also another question related to these tickets. For both of these tickets the body of the email was not included in the creation of the ticket, so we are only seeing a subject line and a blank ticket, plus the picture that was attached. When going to the emails tab on the tickets and opening the originating email message you can clearly see and read the body of the ticket.

Any ideas on that?

Thanks for your support!

18. Robert