Hello everyone,
A department can have multiple email addresses designed for different purposes for example, support@zpad.com and help@zpad.com. When a customer sends an email or thread response to both addresses, or includes both in the To, CC, or BCC fields, multiple tickets or threads are created for the same query in one department, resulting in duplication.
This falsely increases the ticket volume causing unnecessary resource allocation due to duplicate ticket creation. It also impacts the SLAs and ticket handling time.
This can be addressed through Email Deduplication will be enabled for all customers across all data centers and editions.
What is Email Deduplication?
Email deduplication ensures that when same email is sent to multiple email addresses belonging to a department, only one ticket is created.
For example, if a customer adds both support@zpad.com and help@zpad.com email addresses in a single email query or a thread response, Desk will create one ticket instead of two since both the email addresses belong to the same department.
Email deduplication works based on the time these emails were received.
Email Deduplication will be enabled for all customers across all data centers and editions by first week of September 2026.
PM: @Sumaya Howth
Regards,
B. Akshaya | Zoho Desk - User Education