We often receive duplicate tickets, they are opened at the same time, timestamp.
I tried to send attachments here but it was not possible. It seems that when the user clicks send, it may take a while for a confirmation message to appear and they must click more than once. This needs to be resolved to avoid duplicate tickets, as we have many cases like this.
There are also frequent problems when opening tickets, errors in filling out the form that are not reported to the user, so they do not know how to solve the problem and give up opening the ticket.