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



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Don Moser

Zendesk Digital Resources Team

Edited Feb 17, 2025


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3 comments

Hi -

Following the instructions above I can see the system is sending the same triggered email out twice. How do I stop this?

 

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Hi Summer, and welcome to the community! I can think of a few possible ways this might happen -- check your trigger and the ticket so see if any of these are true:
  • You might have the same user twice in your system under different email addresses, and the ticket includes one of their user profiles as the Requester and another in the CCs
  • Your trigger might have the same notification action twice in your Actions list
  • Or very unlikely, and I'd have to check to see if this is allowed in our system, you might have two copies of your trigger, each with the same name.
 
 

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For anyone having this issue in the future, this was the fix for my instance. This email was and 'Answer Bot - Email' Action, and the Answer Bot action can fire multiple emails out. Adding the "Ticket - Is Created" action solved the double send.

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