If you find duplicate tickets created for the same email, these are a few checks you can perform to troubleshoot the issue.

  1. Check if you have received the email in your mailbox multiple times. This will create an equivalent number of tickets in Freshdesk.

  2. Check if there are multiple support email addresses in the same email. This will forward the email individually and create separate tickets in Freshdesk.

  3. If none of the above is applicable, please provide the email headers of the email causing duplicate tickets and drop an email to support@freshdesk.com

Here’s a video for a detailed demonstration of how to avoid email replies creating duplicate tickets to help you with the preventive measures.