Plan requirement
| Subscription | Any plan |
| Access | Admin |
One message producing two tickets has four causes, and three of them are about how the message reached you.
Symptoms
- Two identical tickets, seconds apart, from one customer.
- A reply creating a new ticket instead of continuing the old one.
Resolution steps
1. Two of your addresses were on the message
A customer writing to support and to a second address you also monitor produces one ticket per address. Common when someone replies-all to a thread that had two of your addresses on it.
2. Forwarding is duplicated
Two forwarding rules pointing at Zendesk, or a rule plus the Gmail connector. Both deliver the same message. Check for an old rule left behind after a change.
3. The reply lost its reference
Zendesk recognises a reply by information in the message. Some mail clients and some corporate filters strip that, so the reply looks like a new message. Usually specific to one customer's mail system.
4. The original ticket was closed
Then a reply correctly creates a follow-up ticket. Working as designed, and it looks like duplication.
What to do about the duplicates you have
Merge them. If it happens regularly with one customer, causes two or three are worth investigating rather than merging every week.
Preventing it
Publish one support address rather than several, and check that only one route delivers to Zendesk. Most duplication is two paths doing the same job.
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