Duplicate Tickets from eBay in Zendesk, Freshdesk, Gorgias, Help Scout or Re:amaze

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, Gorgias, Help Scout or Re:amaze instance. Thus you have one ticket created for receiving an email message and another created by ChannelReply.

You can watch the video below for the quick and easy solution, or read on for more info and additional recommendations.

To identify tickets created by incoming email messages (not by ChannelReply), 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, Help Scout, Gorgias or Re:amaze 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, Gorgias, or Re:amaze email address or your preferred Help Scout mailbox. This address will receive order notifications and other one-way emails from eBay.
3. Make sure that the email specified in "Receive messages from other members" and "Send messages to other members" does NOT lead to your helpdesk instance. You can enter any secure email address that is not connected to your helpdesk account.