When employees go on vacation they set their person email to "Away". If a ticket comes into the system, their email replies to it but will create a new ticket instead of tagging onto the previous email. That new ticket emails the same agent again and creates another new ticket. Generally 100+ tickets are made before someone can fix this issue. 

I have had customer complaints and have had to pay people to go through the system to send out apologies and delete tickets. 

How do we fix this?