I want to stop getting the duplicate tickets whenever end user create ticket using Create-Netsuite-Ticket email id, it should only create one ticket. If the user again replies on same thread and same Create-Netsuite-Ticket mail id , NS should not create a ticket for this mail again in the system. I want to write a UserEvent script for it! kindly suggest if any other better way. Using user event I can try to check the subject and body or what other things I can check to avoid getting duplicate tickets creation in NS!!!! Thanks in advance!!

I like the idea of using a user event script to handle this. Interested to know how well it works for you. One challenge you’ll have is if others are copied on the ticket creation and they use reply all to create another ticket.

yeah, that's an issue! If someone is already working on the ticket then he/she from NS team is already in that thread. If the issue is related to that ticket then there will not be any prblem I think.