Email Replies Generate Multiple Entries
Problem reported by Jeff Strength - 6/7/2019 at 1:19 PM
Not A Problem
We currently use the hosted version of SmarterTrack.  Our users enter tickets to our helpdesk via the web portal.  When our agents reply to the ticket, an email is generated to the end user that submitted the ticket.  If the end user logs into the portal and replies to the ticket, all is well.  If the end user replies to the generated email, it enters the same response 3 times in the ticket.  Is there a way to prevent this?

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Andrea Rogers Replied
Employee Post
Hi Jeff,

I saw that this issue was resolved through a ticket with our Technical Support team. For anyone else that may experience this problem, I wanted to post that the issue was related to having 3 Email > POP accounts with the same email address. After changing the incoming email address for the 3 separate domains, the issue was resolved. 

I'm glad Support was able to get you situated, Jeff! Please get in touch if you need any other assistance. 

Andrea Rogers
SmarterTools Inc.


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