Duplicate Support Tickets Created Automatically

[Kenny Wipperman]

Each week a duplicate of a previously closed support ticket is automatically created. Do you know why this would be occurring?

[Vladislav Tsaregorodtsev]

Does it do this with all closed issues or only certain issue types?

If it’s copied 1:1 then it’s possible that there is some automation behind it. Maybe the space administrator set up an automation that duplicates the issues once a week?

I saw a similar case where incoming emails from certain providers created exact copies of the same message but it turned out to be a problem on the senders side.

The administrator can also check the logs to find out why this is happening.

[Kenny Wipperman]

Thanks @Vladislav Tsaregorodtsev I have created a bunch of the same type of tickets and this is the only one doing this. Yes, it is copied exactly 1:1. Let me reach out to the admin.

[Dan Breyen]

Hi @Kenny Wipperman just a couple of random thoughts of things to look at.  Do you create new Support tickets via email?  Is there a possibility that email is creating a new ticket somehow? 

Also, do you happen to use Automations?  That might be another thing to check.

Just a few ideas off the top of my head.

[Kenny Wipperman]

Thanks, @Dan Breyen , for the quick response! I did not create this via email and am not familiar with automations, so it was it certainly was not intentional.

[Dan Breyen]

Sorry @Kenny Wipperman do your customers create new tickets via email.  I'm wondering if there's a timing thing creating the new ticket.

[Kenny Wipperman]

Good question, they do not.