Duplicate Tickets

Discussion created by 6825953 on Apr 22, 2014
Latest reply on May 12, 2014 by 6825953
I had user A submit a ticket on behalf of User B. User B was CCd to the ticket and when User B had an update they updated the ticket via email.

At that point I had 2 tickets open. One that was originally opened by User A and then the other when User B (who was CCd) replied to User A's ticket email.

Is this normal process? Not sure if 2 tickets should have been opened here.....Thanks.