Why Duplicated Tickets Appear - Frequently asked questions
Discover why duplicated tickets appear in your Zendesk account. This page addresses common questions and provides solutions to manage and prevent ticket duplication effectively.
Frequently asked questions
Why do I see duplicated tickets in my Zendesk account?
Duplicated tickets in Zendesk often occur due to incorrect processing of email headers by your mail provider. When emails are forwarded to Zendesk, the email headers, specifically the 'In-Reply-to:' and 'References:' strings, help determine if a…
How can I check email headers to troubleshoot duplicated tickets in Zendesk?
To troubleshoot duplicated tickets, you need to check the email headers in Zendesk. Start by clicking the options menu icon for each of the first replies in the duplicated tickets, then select 'View original email.' Once the original email is…
What role do 'In-Reply-to:' and 'References:' strings play in Zendesk ticketing?
'In-Reply-to:' and 'References:' strings are essential for proper ticket threading in Zendesk. These strings help Zendesk determine if a message is part of an existing ticket. If they are missing or incorrectly set, Zendesk may not be able to…
Why might iPhone email replies cause duplicated tickets in Zendesk?
iPhone email replies can cause duplicated tickets in Zendesk due to their plain-text format. Zendesk's email processor struggles to thread messages sent from iPhones because they are plain-text, which can lead to duplicate tickets. This issue is…
What should I do if my IT team cannot resolve duplicated ticket issues in Zendesk?
If your IT team cannot resolve duplicated ticket issues, it may be necessary to contact Zendesk support. Sometimes, the problem lies with Zendesk's email processor rather than your internal systems. If your IT team confirms that the email headers…
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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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