To find out why a duplicate ticket was created, you will need to view the association history and identify the source of the association.
To view the association history for the duplicate ticket that was created for a call:
- Go to the ticket and click on Actions:
- Select View association history:
- In the Association History page, choose Call in the Select an object dropdown:
- Identify the source of the call:
If the source is listed as Updated via API, the duplicate ticket may have been created by the Aircall integration. In this case it is important to review your current Aircall-HubSpot integration setup to ensure the same numbers are not listed on multiple integrations, etc., causing duplicate tickets.
If the source is not listed as Updated via API, the duplicate ticket was not created by Aircall.