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If you have duplicate tickets created for the same email in your Freshdesk account, here are a few checks you can perform to troubleshoot the issue.


  1. Check for emails received multiple times

  2. Check if both custom mailbox and email forwarding are enabled

  3. Check for multiple support email addresses in the same email

  4. Check if the email is forwarded multiple times from your mailbox


Check for emails received multiple times

If you receive the same email with the exact subject more than once in your mailbox, it will create an equivalent number of tickets in Freshdesk.

In such cases, you can delete the duplicate ticket from your Ticket list.

Check if both custom mailbox and email forwarding are enabled

If you use a custom mailbox for receiving support queries and also set up a forwarding rule in your mailbox, it can lead to emails creating duplicate tickets. To fix this issue, you can disable or remove the forwarding rule that forwards emails to Freshdesk.

Check for multiple support email addresses in the same email

Consider that you have integrated your Freshdesk account with Freshcaller. If there are multiple support email addresses (e.g. support@freshdesk.com and support@freshchat.com ) in the ‘To’ address of an incoming email, this will forward the email individually to your Freshdesk account. This, in turn, creates separate tickets resulting in ticket duplication.

Check if the email is forwarded multiple times from your mailbox

There may be rare instances where an email can be forwarded multiple times within a few milliseconds, from your support mailbox to Freshdesk. This also leads to duplicate ticket creation in your account. 


If the issue persists even after performing the above checks, please provide the email headers of the email causing duplicate tickets and drop an email to support@freshdesk.com. 


Check out his video on how to avoid email replies creating duplicate tickets to understand how email threading works in Freshdesk and troubleshoot ticket duplication caused by email replies.


Below are the scenarios if duplication occurs for specific email replies:

Scenario 1: 

The "Create a new ticket for each customer response" email setting is turned off. To resolve this,
  • Navigate to Admin > Emails > Advanced settings
  • Toggle the button next to the "Create a new ticket for each customer response" email setting


Scenario 2: 

An agent or customer loops in a group email address. When a member of the group replies from their personal account, such responses will not be threaded into the existing conversation. 

Since the requester check fails in this case, the reply will create a duplicate ticket.