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I have a WordPress site with Gravity form integrated with fresh-desk. All the data are properly coming through the website to the Freshdesk portal but the issue is that whenever the user field one form it creates 2 tickets in the Freshdesk portal. Not sure why 2 tickets are created, it should be only one.

Hi @mithun 

 

Greetings from the Freshworks community!

 

I understand that the emails from your contact us form are not converting as tickets in your Freshdesk account. Could you help us with the information on how is the contact form connected to your Freshdesk account? (Are the forms sent to your email address or any API in place to create them as tickets?)

 

For email, if you find duplicate tickets created for the same email, these are a few checks you can perform to troubleshoot the issue.

  1. Check if you have received the email in your mailbox multiple times. This will create an equivalent number of tickets in Freshdesk.

  2. Check if there are multiple support email addresses in the same email. This will forward the email individually and create separate tickets in Freshdesk.

  3. If none of the above is applicable, please provide the email headers of the email causing duplicate tickets and drop a DM or an email to support@freshdesk.com. 

 

Feel free to add a note here incase of further queries.

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