Multiple tickets created for single email

Problem reported by David Epperson - 4/29/2016 at 10:08 AM

Submitted

We're having a problem where customer emails are having more than one ticket generated for each email coming in. If a customer sends one email, two tickets, typically with identical text, will be generated and two alerts will go to the user indicating that they had a ticket generated.

We have already turned off the web server in services, but we're still seeing instances where this occurs.

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Andrea Free Replied

5/5/2016 at 9:51 AM

Employee Post

Hey David,

This isn't something I've seen occurring before, and I can't think of any settings in SmarterTrack that would impact this. Perhaps multiple POP accounts for the same department? This may be an issue that's best suited for our Support Department; they can look directly at the installation to see what may be causing this.

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

David Epperson Replied

5/5/2016 at 10:54 AM

The problem is that since turning off the Leave on Server feature, we have not had this issue occur again, so it is supporting the perception that this feature is to blame for the outcome.
I am sure it is not to blame and that there is probably some other culprit that is causing this. I can say that we only have one POP that we are using.
Since we are still evaluating the software for purchase, in the meantime, I have just setup a forwarding rule on the account to forward all emails to my individual Inbox. This has allowed me to keep a digital copy of the email and have it to compare in the event that a message appears improperly processed into SmarterTrack.
I have only had 2 or 3 emails out of about 30-40 where some kind of exchange dump is entered into the ticket. My hope is that management will opt to select SmarterTrack as our new customer support solution. If that happens, when we put it into production, we can consult with the SmarterTools support team if the production installation exhibits the same behaviors.

Thanks for your response.

Andrea Free Replied

5/5/2016 at 3:53 PM

Employee Post

When it comes to paid support tickets, if the issue is caused by a bug in the software, we'll refund it back to you. So you'd never have to worry about paying to discover a bug. I do see that you're currently talking with Derek through email about this as well. Did you see his response on the 2nd with some extra suggestions? We'll continue working with you til we get this figured out.

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

Craig Parsons Replied

5/6/2016 at 6:14 AM

David, i had the same issue. For me it turned out that we had a user who had the mailbox added to their outlook, and if they read the email in outlook ST would process it twice.

David Epperson Replied

5/6/2016 at 7:19 AM

Craig, that is 100% likely to be the case on our side of things. Every user previously had our Support Inbox attached to their outlook, so if a user going out to the Inbox and opening the message or reading it would cause this problem, then that is the most likely culprit.

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