Agent creating multiple duplicate accounts

Agent creating multiple duplicate accounts

Hello. One agent, in particular, is constantly creating new duplicate accounts in Zoho desk. The following appears to be happening


  1. A new ticket is received and automatically assigns to the correct original Account.
  2. An agent responds to the ticket and closes -editing the mandatory fields.
  3. A duplicate Account has now been created with a time stamp of the exact time the ticket was closed, or in cases a few minutes before.
  4. However, the original ticket is still appended to the original account.
The agent does say that an error appears under the account name when she is closing the ticket 'you can only add accounts associated with the contact here'

This is causing multiple duplicate accounts each day and is really frustrating. I cannot consistently replicate the issue.

I wondered if anyone else was experiencing this issue? It does happen on occasion with other agents however not as frequently. Other agents are also unable to determine what they are doing differently in order to cause the duplicate. 

I have watched the agent close tickets and I cannot see anything out of the ordinary.