Duplicate tickets syncing from Zendesk
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Pemaquid Analytics: documents · Duplicate tickets syncing from Zendesk
Duplicate ticket records syncing from Zendesk (30-40 over one week) appearing in distributor dashboards and skewing volume metrics. Support identified deduplication rule failure during connector refresh and ran data cleanup.
What happened
What this says
Current to 11 Oct 26Duplicate ticket records syncing from Zendesk (30-40 over one week) appearing in distributor dashboards and skewing volume metrics. Support identified deduplication rule failure during connector refresh and ran data cleanup.
Problem: Duplicate Zendesk ticket records appeared in distributor dashboards, causing incorrect volume metrics. Thirty to forty duplicates showed with same ticket IDs starting last Monday. Handling: Support identified deduplication rule that failed during connector refresh; ran data cleanup overnight. Watch: Metrics accuracy affects customer decision-making; close monitoring of data integrity needed.
Details
Updated 9 Oct 26Trail
created · Priscilla Bowen 28 Aug 2026 08:52We're getting duplicate ticket records coming through from Zendesk in the distributor dashboards. Some tickets are appearing twice, which is throwing off our volume metrics. It started last week. Have you had any changes on your end that might be causing this?- public_reply · Olivia Grant 28 Aug 2026 20:39Hi Priscilla, thanks for letting me know. Just to check: are these exact duplicates showing as the same ticket ID twice, or different ticket IDs for the same issue? And roughly how many affected tickets are we talking about? That'll help me narrow down whether it's a syncing issue or a data deduplication problem on our side. Thanks, Olivia
- public_reply · Priscilla Bowen 1 Sep 2026 13:22They're showing the same ticket ID twice. Started noticing it last Monday. Maybe thirty or forty duplicates since then. They're appearing in the ticket volume metrics so our distributors think they've got more open issues than they actually do. When do you think you can get this sorted?
- public_reply · Olivia Grant 1 Sep 2026 16:36Thanks for the details. I've found the issue, there's a deduplication rule that didn't trigger correctly during a recent connector refresh. I'm running a data cleanup now that should remove the duplicates by tomorrow morning's refresh. Can you check your dashboards first thing and let me know if they look right? Cheers, Olivia
- status_change · 13 Sep 2026 23:59