Why do I see duplicated tickets in my account?

Question

I can see duplicated tickets with the same subject, but not nested in the same ticket. Why am I getting duplicated tickets?

Answer

Duplication of tickets occurs when your mail provider doesn't correctly process the email headers of the forwarded emails to Zendesk.

The screenshot below shows an example of what the email headers between the two duplicated tickets look like.

The In-Reply-to: and References: strings help Zendesk understand if the message is part of an existing ticket or not. If that information is scrapped or wrongly set up, the ticketing interface won't be able to nest the replies accurately.

To access the email headers

Click the options menu icon ( ) for each of the first replies in the duplicated tickets, then select View original email.

The original email is displayed. Click the Source tab to see the details of the email headers.

To prevent duplicated tickets, ask your IT team to investigate how the email headers are processed when forwarded in Zendesk. Have them ensure that both In-Reply-to: and References: strings are set up.

For other related issues, see this article: Why do emails thread to the wrong ticket?