Contact Center calls create duplicate tickets

Issue symptoms

One inbound or outbound Contact Center call creates multiple tickets.

Resolution steps

Typically, this happens because an agent has multiple Zendesk or Contact Center sessions. See common scenarios and associated resolution steps:

Multiple Zendesk tabs, Contact Center tabs, or browser windows should no longer create duplicate tickets for the same call. When an incoming call rings in multiple tabs, Contact Center creates only one ticket on the backend server

If duplicate tickets continue to appear, check for connectivity issues, reconnect prompts, or unexpected page refreshes. For more information, see Troubleshooting Contact Center UI issues

Connectivity issues. If duplicates appear frequently, and agents see a reconnect pop-up or the screen refreshes before duplicates appear, check that network settings meet all requirements for Zendesk Contact Center: Understanding network requirements for Contact Center

If the problem persists, contact Zendesk customer support.