agent reply creating duplicate ticket

2 Comments

  • Madison Davis
    Zendesk Community Team

    Hello Anais! That sounds like a pretty confusing experience. Were you maybe replying to a closed ticket, and the reply created a follow up? And just to confirm, you were logged in as an agent, replied to a newly created test ticket from the Zendesk Support interface, and a duplicate ticket was created?

    0
  • Anais

    Hi,

    the ticket was not closed, I believe that it happened when I replied to a request as an agent from Zendesk ticket interface and adding a CC.

    I read in the article on how to use email target avoiding duplicate tickets that a reply from an email target can create a new ticket, and if I understood well, it can be avoided by putting the encoded ticket id in the title.

    Now I’m using it everywhere to avoid this, but I find it not very pretty.

    I would like to know if this is useful .

    -1

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