Why do my customers receive multiple emails for every ticket update?

Question

Why do my agents or customers receive duplicates of automated ticket update notifications? How do I stop these duplicate emails for the recipients?

Answer

The common cause for this problem is multiple triggers firing on the same ticket update. To identify and deactivate duplicate triggers, follow these steps:

Review the ticket events.

Look for events listed as Email notification under the ticket comment which sent the message. Check for duplicate email notification events that sent more than one email to the same user.

After locating the duplicate email notification, identify the trigger that sent the notification. The trigger should be listed directly underneath the text Email notification.

Click the trigger link to navigate to the triggers editor.

In the trigger editor, deactivate the duplicate trigger or edit the conditions as needed.

Important: Certain triggers are necessary to send email notifications to your customers. Before you deactivate any default trigger, review the triggers function in this article: About the default Support triggers.

For more information, see the following: Creating triggers for automatic ticket updates and notifications.