If you're receiving duplicate tickets from eBay, the most likely cause is that your eBay account is set up to send notification emails to the mail registered to your Zendesk, Freshdesk, Desk, Gorgias or Help Scout instance. Thus you have one ticket created for receiving an email message and another created by ChannelReply.
To identify tickets created by incoming email messages, look at the line under the ticket's subject. After the sender's email, you'll see something like "via %firstname.lastname@example.org%," specifying one of your registered Zendesk, Freshdesk, Desk, Gorgias or Help Scout email addresses.
To avoid this error, we suggest setting up your eBay account as follows:
- Go to eBay–> Account Settings–> Communication Preferences–> Notification Delivery Format.
- Specify your "Registered email address" as your default Zendesk, Freshdesk, Desk or Gorgias email address or your preferred Help Scout mailbox. This address will receive order notifications and other one-way emails from eBay.
- Make sure that the email specified in "Receive messages from other members" and "Send messages to other members" does NOT lead to your helpdesk instance. You can enter any secure email address that is not connected to your helpdesk account.