My Sell email integration is sending duplicate emails

Issue symptoms

I connected my email account to Zendesk Sell. When I send an email from my account it appears as a duplicate event with the same timestamp under a deal or contact and the recipient receives two emails.

Resolution steps

Check the status of your email connection within Sell under the Settings icon (), then select Communication Channels > Email. If there are any errors listed, see this article for resolution steps: Troubleshooting email integration errors.

Clear the browser cache and make sure the affected agent is not clicking the Send button multiple times for each message.

If there are no errors listed and the problem persists after clearing the browser cache, contact our support team and provide the following information:

• An example or multiple examples of a Contact, Lead, or Deal containing two email events for the same message.
• The name of your Zendesk Sell account and if you are using a Sell-only account or an integrated Sell account.
• The date and time when you first noticed the issue.
• Any agents that are affected and their email address.