Duplicate Tickets from eBay in Zendesk, Freshdesk or Desk

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 or Desk 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 %something@registered.helpdesk.mail%," specifying one of your registered Zendesk, Freshdesk or Desk email addresses.

To avoid this error, we suggest setting up your eBay account as follows:

  1. Go to eBay–> Account Settings–> Communication Preferences–> Notification Delivery Format.
  2. Specify your "Registered email address" as your default Zendesk, Freshdesk or Desk email address to receive notifications about new cases, returns, etc.
  3. Make sure that the email specified in "Receive messages from other members" does NOT lead to your helpdesk instance. You can enter any junk email address.

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