I can see duplicated tickets with the same subject, but not nested in the same ticket. Why am I getting duplicated tickets?
This is related to the email header in the reply and how is it processed by Support.
To access the email headers
- Click the options menu icon () for each of the first replies in the duplicated tickets, then select View original email.
- The original email is displayed. Click the Source tab.
The following screenshot shows an example of how you will see the email headers between the two duplicated tickets. On one side, you'll see the In-Reply-to: and References: which help Support to understand if the message is part of an existing ticket or not.
You'll need to check with your IT team to investigate how the email headers are processed when forwarded in Zendesk in order to ensure the messages are correctly nested to avoiding to create duplicates.
For more information about viewing email source, see the article: Viewing the HTML and original source for incoming tickets