By default, Deskpro automatically detects and rejects duplicate emails that are received from the same user within a short period of time.
This prevents multiple tickets from being created when identical messages are received through different routes.
Example
If a user sends a message with more than one account in the To: or CC: fields (for example, to both sales@example.com and support@example.com), two separate emails will arrive in Deskpro.
Without duplicate detection, this would result in two separate tickets being created for the same message.
Configuring Duplicate Detection
In some cases, you may want to disable duplicate detection, such as when your helpdesk receives automated messages or system-generated emails that are intentionally repeated.
You can toggle this setting under:
Channels > Email > Settings > Inbound Email Settings
Turn off the Duplicate Detection slider to allow duplicate emails to be accepted.
Viewing Rejected Duplicates
You can review when duplicate emails were rejected by going to:
Channels > Email > Incoming Log
This log shows all processed incoming emails, including those that were filtered out as duplicates.
الرجاء تسجيل الدخول أو التسجيل لتقديم تعليق.