Duplicate tickets generated by "Reply All" on email copies are one of the most common problems in helpdesks that use email collection in GLPI. – The Mail Analyzer module solves this automatically, without manual intervention.
The problem
Imagine the scenario: a customer sends an email to support with a copy to the manager. The GLPI system creates the ticket correctly. Support replies copying the manager. So far, everything normal. The problem starts when the manager decides to reply directly, using "Reply All". GLPI receives the manager's email and, since it doesn't identify it as part of the same conversation, opens a new ticket.
The result: two tickets for the same issue, fragmented history, risk of the team working in parallel without knowing, and distorted SLA accounting. In corporate environments with large teams and intensive CC usage, this problem can generate dozens of duplicates per week.
The Mail Analyzer intercepts ticket creation before it happens and decides, based on email header analysis algorithms, whether that message should become a new ticket or a followup of the original ticket.
How Mail Analyzer works
The module acts via hooks in the ticket lifecycle, intercepting emails before creation. The decision is made by a hierarchical algorithm with three strategies:
- References analysis – Checks if the email references a Message-ID generated by GLPI itself (format
GLPI_*). If so, it's a legitimate reply to the ticket and becomes a followup. - In-Reply-To analysis – If the In-Reply-To points to an email already registered in the module's table (i.e., from another user, not from GLPI), the email is identified as a CC chain and blocked.
- First email verification – Fallback: if the ticket doesn't yet have any registered email, the message is considered the original email and allowed.
Additionally, the module offers advanced settings:
- Thread-Index (Outlook/Exchange) – Enable for Microsoft environments to improve conversation chain detection.
- Block Chain Emails – Advanced mode that actively blocks replies from third parties in CC. Recommended for corporate environments with high volume.
- Notification template – When an email is blocked, the sender receives a configurable notification explaining the reason, maintaining transparency.
How to activate
- Install the NexTool plugin on GLPI
- Go to Setup > NexTool > Modules
- Activate the Mail Analyzer module
- Configure the Thread-Index and Block Chain Emails options according to your environment profile
- Set the notification template for blocked emails
Who is it for
Mail Analyzer is essential for any helpdesk that uses email collection in GLPI and operates in a corporate environment. It is especially valuable for:
- Companies where managers and stakeholders are commonly copied on support threads
- Environments with high analyst turnover, where duplicate tickets go unnoticed
- Operations that need consolidated history for auditing and compliance
- MSPs that serve multiple clients and need to keep conversations organized by company
Compatibility
- GLPI: 10.x and 11.x
- Plan: FREE
- Plugin: NexTool 3.x+
- PHP: 8.0+
- Email clients: Outlook, Thunderbird, Gmail, Apple Mail
Next step
Mail Analyzer is part of NexTool, a modular plugin for GLPI. Explore all available modules or contact the team for a demonstration.
This content was produced with the assistance of artificial intelligence and reviewed by the Nextool Solutions team. Screenshots are from the real GLPI environment with the NexTool plugin.
