We have serious issues with duplicate tickets. We are a service provider, and end-users frequently create tickets with multiple users cc:'d on the request. When these users subsequently Reply All to the initial request, duplicate tickets are created with identical subject lines. Since ZenDesk does not perform any subject line matching, we are left to manually merge the duplicates. I understand that this is a user education issue and I have issued multiple directives to customers about the proper workflow. However, the issue persists and is creating a very bad impression of ZenDesk with our internal users and management teams.
It would be best if we could either enable subject line matching OR have the initial acknowledgement email sent to the requestor and all cc:'d users on the request. Part of the hurdle is that most of the widely used incident management systems use subject line matching rules to search for strings.
Alternatively, we could use triggers or macros to auto-merge duplicates using the subject or a custom field.
I would love to hear how other customers deal with this issue.
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