Hello,

I want to know if there is a way that I can stop the duplication of tickets when clients email multiple emails related to the same department at the same time.

In our case, we basically use ZDesk like email. Each agent has a designated "To Address" that their respective clients can contact them directly. It also defines the ownership of the ticket.

The issue is that when the client messages two or more due to multiple people sometimes being involved in a given case, it will duplicate the emails and create havok if the other email doesn't get deleted. Moreover, it may also duplicate threads inside Desk.

Therefore, is it possible to have an option to check whether a single message or a duplicate ticket was created based on Subject and who sent it? and then delete it?

Could there be a function that checks if multiple To Addresses are referred in the email and just uses one of them?