Double replies problem

[Dookster]

Hello,

When we open a ticket and reply to it in the blue box and click the Submit Reply button than often we see this result:
- the reply is displayed as usual, however below that the same reply is AGAIN filled in the blue box as if I have written that reply two times.
But I can not delete that second copy reply and the only option is to click the Submit Reply button again to complete the reply, else it does not allow to complete the reply at all.
So the customer received the same reply twice as if we wrote that reply two times.

[Klemen]

That means that the stored replies (hesk_reply_drafts table) are not emptied. Why that happens in your case, I don't know, perhaps you have multiple windows open at the same time (or multiple people are using the same login on different compuers)?

However, even if the reply stays in the reply box and doesn't get deleted, you don't have to submit it again. If you see it submitted as the reply, the customer got it and no need to submit it again.

[Dookster]

Hello Klemen,

Just providing some info that may be useful to try and solve this issue:
There is only one person using the Hesk app here.
After about 30 minutes (probably less) that user is logged out automatically.
So when they need to use Hesk they need to log in again.

Usually the browser is closed without logging out of Hesk.
Some times Hesk is opened again in the web browser while the last session is still active.

We do not open Hesk on multiple computers at the same time.

Does the above info provide you maybe with some more ideas on what can cause this or what we can try to solve it?

[Klemen]

Doesn't tell me much I'm afraid.

Are you able to give me access to your help desk to test it (in a private message)? I am currently out of the office, but could have a look over the weekend.