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

Question

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

Answer

The common cause for duplicate notifications is multiple triggers that fire on the same ticket update. To identify and deactivate duplicate triggers, follow the steps below:

1. Review the ticket events
2. Look for duplicate events listed as Email notification under the ticket comment

3. Identify the trigger that corresponds to the notification event

   

4. Click the trigger link to navigate to the trigger editor page
5. 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 its function to make sure it won't affect your workflow. For more information, see About the default Support triggers.