Customers often reach out to us saying that duplicate tickets have been created for a single email received in their support mailbox.
- In such cases, get the Email message headers from the customer's mailbox for the Single email received.
- Using the "Message ID" and the keyword "Parameters", search within the "freshdesk" logset in Haystack to obtain the ticket creation logs.
When you load the ticket creation logs, you may find two or more hits as shown below :
This can happen due to various reasons :
- When both forwarding and custom IMAP are set up
The customer is expected to configure either forwarding OR IMAP using a custom mail server, and NOT both. In such cases, two tickets could be created. This can be confirmed by checking the ticket creation logs of each ticket.
How to identify whether a ticket was created via IMAP or forwarding?
-->The ticket creation logs of the one created via IMAP would have a parameter called “uid_based” set to "true".
This will not be present in the parameters for a ticket created via forwarding. - When emails are forwarded twice from the customer’s server
To check if the customer’s server forwarded the emails twice, please check the ticket creation logs for each ticket and look out for the "esmtp id" in the "Parameters".
If there are two different esmtp ids for each ticket, it implies that the emails were forwarded twice from the customer’s server due to which two tickets were created. The customer has to check this further at their end.
Sample logs for duplicate tickets (from the "Parameters)
------------------------------------------------------------------------------------------------------------------------------Received: from mail-yb1-f173.google.com (EHLO mail-yb1-f173.google.com) ([209.85.219.173])\r\n by mxmum.freshdesk.com (Freshworks SMTP Server) with ESMTP ID 853089577.
Received: from mail-ed1-f51.google.com (EHLO mail-ed1-f51.google.com) ([209.85.208.51])\r\n by mxmum.freshdesk.com (Freshworks SMTP Server) with ESMTP ID -581549496
------------------------------------------------------------------------------------------------------------------------------
Different UIDs
When it comes to custom mailboxes, we use the IMAP commands to fetch emails present in the inbox based on the "uid".
If the uid changes for the same email, possibly due to the email moving across folders, we would create new tickets.
The uid can be checked again from the "Parameters" section present in the ticket creation logs of each ticket.
Emails sent to two different forwarding addresses
If the customer has configured multiple forwards/redirections in their mailbox, this could lead to multiple ticket creation.
To identify this, fetch the ticket creation logs for each ticket and check the "envelope_to" from this and check if the long forwarding address is the same or different in both Parameters. If they are different, it implies that the email was forwarded to two different addresses.
If it is the same, then policies at the customer end should be checked and then L2 can be raised.
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