Scenario - duplicate tickets
If you're using the Aircall-Zendesk integration, you might encounter a situation where multiple tickets are being created for the same call. While the Aircall integration is designed to create only one ticket per call, Zendesk can generate additional tickets from other sources that are linked to the same activity. This can sometimes cause confusion when multiple tickets appear for a single Aircall call.
How Zendesk Creates Tickets for Calls
When a call is made through Aircall, the integration creates one ticket in Zendesk, which is linked to the call activity. However, Zendesk allows other actions (such as manual ticket creation, external integrations, or automated processes) to generate additional tickets that are connected to the same activity. This means that multiple tickets may be created for a single call, even though only one of the tickets would be created by the Aircall integration.
How to Identify the Source of a Ticket in Zendesk
To find out where a particular ticket came from, follow these steps:
- Open the ticket in Zendesk.
- Look under the subject line of the ticket.
- A ticket created by the Aircall integration would have the label "via API". If this label is not present, it means the ticket was generated by another source.
- Furthermore, a ticket created by the Aircall integration would have entries from the Aircall bot
For more details on how to identify the origin of a ticket, refer to the Zendesk support article:
How was that ticket created?
What to Do Next
If you continue to see duplicate tickets or have any other questions about your Aircall-Zendesk integration, feel free to reach out. We're happy to assist and ensure everything is working as expected.
Thanks for using Aircall and Zendesk! Let us know if you need any additional support.