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Question

Multiple tickets logged due to an email thread

  • May 15, 2026
  • 1 reply
  • 19 views
J
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We have a mail import setup for emails from a security-related third party. They send in emails to a distribution list and a ticket is generated. Other recipients of the distribution group will often ‘reply all’ to the email directly which will create a number of duplicate tickets.

I can’t see any settings in Import settings that could provide a solution. Our security team receiving the tickets asked about merging tickets with similar subjects, or after the 1st ticket is raised, no other updates come in.

I just wondered if anyone had a solution around this?

1 reply

Joost Oostindie
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I think that the easiest option you have here is to import e-mails via a specific import folder, under the inbox.

That way you can manually let someone decide which e-mail you do/don't want to be imported into TOPdesk and you can optionally work with forward rules to the import folder for clear cut cases where you have specific parameters that are met to know an e-mail must be imported.

If the above is not possible, TOPdesk e-mail import settings only offer these parameters, which I think you already explored:

 

If the above suggestion can provide a solution and you need more details/advice on how to handle, please let me know!

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