Duplicate email address in "To:"
under review
M
Manos Roupos
If the receiver replies to an email with ticket number and enters the email again ( two times the email address in "To:", the system creates a new ticket.
We would like to avoid duplicate tickets because of this.
Can you investigate and update Enate, when the same email address is twice in "To:" not to create a new ticket please?
Kamal Saran
under review
Kamal Saran
Hi Manos Roupos - Thanks for you feedback. Can you please send me the screenshot of the email addresses where this occured. I will forward this to developer for further investigation. Cheers, Kamal.
Kamal Saran
Hi Manos Roupos,
Here's how Enate handles new incoming emails:
- If a client sends an email from an application like Outlook with [acme@enate.io]and [acme+123-t@enate.io] in the TO address list, the system will attach this email to 123-T and create a new item for [acme@enate.io]
- If a client sends an email with [acme@enate.io] listed twice in the TO address list, the system will create only one item.
- If a client sends an email with [acme+123-t@enate.io] listed twice in the TO address list, the system will attach this email to 123-T and not create a new item.
- If a client sends an email with [acme+123-t@enate.io] and [acme+456-t@enate.io] in the TO address list, the system will attach this email to both 123-T and 456-T, with no new item created.
I hope this is useful. Let me know if you have any further questions.
Thanks,
Kamal