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. The following are common scenarios and associated resolution steps:

Agents who open multiple Zendesk tabs, Contact Center app tabs, or browser windows and then begin a call can create separate tickets for the same interaction. If you confirm that agents open multiple tabs or windows, train them to use a single Contact Center interface in a call.

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

For more information, see Troubleshooting Contact Center UI issues or Contacting Zendesk customer support.