Tracker tickets duplicating

Question

I am experiencing an issue with the tracker ticket system in Intercom. I have a set number of tracker tickets that I use to organize my inbox, but occasionally, the system creates duplicate tickets for the same issue. This results in multiple (sometimes three) tracker tickets for a single conversation, which makes inbox management less efficient and can cause confusion. Do you know why this is happening?  Or how I can stop it?

Joseph S. · Accepted Answer

Hi Katie,I’ve seen this happen a couple of times too.In my case it looked like a workflow firing more than once, or a rule overlapping with another.Might be worth:Checking your automations (workflows)/macros actions to see if “create ticket” is getting triggered twice.Looking at the ticket activity log in the conversation, it usually shows what or who created each tracker ticket.If nothing obvious comes up, I’d probably nudge Intercom support since duplicates don’t seem normal.Hope it’s helpful! Cheers!

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