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Topics started by eyancey

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E
Apprentice
eyanceyApprentice
asked in Portals, Emails & Other Channels

multiple cases from one email

We have the following scenario:We have two groups, each with their own email address for creating tickets.  Let’s call them sales@email.com and support@email.comCustomers will sometimes send an email to both addresses to create a ticket because the ticket may have requests for both groups.The problem is this:Sometimes two tickets get created - this is the desired behavior Other times only one ticket gets created because from the Freshdesk perspective, two emails are being sent.  If there is a delay in the second email being received, the first creates a ticket and the second email gets matched to the ticket that was just createdWe have contacted Freshdesk support regarding this and they have offered no solution to ensure that two tickets get created at all times.Has anyone run into this issue and found a good solution?Thanks

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E
Apprentice
2 years ago

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