Auto Merge Tickets by Email Address

manolodf · **Auto Merge Tickets by Email Address -** 13-11-2006, 07:50 PM

I have an unfortunate pattern of customers opening easily 3-5 tickets every time they try to get a hold of us, I guess because they think that will generate a faster response. I wanted to have the ability for the system to notice that and auto merge a ticket when its from the same user / email address, or to notify the user that a ticket is already open and to please wait for a response before opening a new one asking them to modify their existing one only.

Does anyone have a solution for this?

ronniead · **I also would like this -** 20-01-2008, 10:09 AM

I have the same problem...if this could be automated, this would be amazing.

**Jamie Edwards** · 20-01-2008, 11:59 AM

Moved to Feature Requests.

Robert-StorMan · 23-01-2008, 08:07 PM

We have much the same issue with automated emails from servers when something is wrong, as an email is sent out every so often especially over a weekend the number of tickets is huge.

If implemented I would like to be able to control this option by department and only get it to match up open tickets (I don't want it matching up to a similar old problem)

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes	Rate This Thread
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode	Rate This Thread:

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Extracting email address from email (for ticket)	MoleEnd	SupportSuite, eSupport and LiveResponse	1	03-08-2006 06:26 PM
Solving problem: eSupport sends emails to staff addres instead of Email Queue address	tonila	Developers & Code	0	16-05-2006 01:03 PM

ronniead Offline New Member Posts: 18 Join Date: Nov 2007	I also would like this - 20-01-2008, 10:09 AM I have the same problem...if this could be automated, this would be amazing.

Robert-StorMan Offline New Member Posts: 6 Join Date: Jan 2008	23-01-2008, 08:07 PM We have much the same issue with automated emails from servers when something is wrong, as an email is sent out every so often especially over a weekend the number of tickets is huge. If implemented I would like to be able to control this option by department and only get it to match up open tickets (I don't want it matching up to a similar old problem)