How to Prevent Duplicate Updates Posting in Ticket

Overview

Duplicate updates in support tickets can cause confusion and inefficiency in managing customer inquiries. This article provides guidelines to help you identify the causes of duplicate updates and implement strategies to prevent them.

Preventing Duplicate Email Updates Caused by Gmail IMAP Configuration

In some cases, duplicate updates may occur when a support email address is configured using IMAP. This is particularly common with Gmail, which handles labels as folders within IMAP.

Why This Happens

Gmail tags emails with labels like ‘Inbox’ and ‘Important’, which IMAP treats as separate folders, causing duplicate updates when an email has multiple labels, especially in [Gmail]/Important and INBOX.

How to Fix It

To reduce or eliminate duplicate updates, we recommend disabling the “Important” label in IMAP. Here’s how to do it:

1. Open Gmail and click on the gear icon to go to Settings.
2. Click on “See all settings”.
3. Navigate to the “Labels” tab.
4. Find the “Important” label in the list.
5. Uncheck the box labeled “Show in IMAP”.
   
   

This change will prevent Gmail from displaying the “Important” label as a separate IMAP folder, thereby helping to avoid the processing of duplicate messages in your ticketing system.