Zendesk Users: Fixing Duplicate Replies and Message Delivery Failures

One Zendesk trigger can cause a lot of trouble for ChannelReply users: "Notify requester and CCs of comment update." (Note: This may be called "Notify requester of comment update" instead if you have an older Zendesk account.) It’s most likely the problem if you’re experiencing one of the following issues:

1. Every time you reply to an Amazon, Shopify or Walmart customer from Zendesk, they get two or more copies of the message.
2. When you try to send a message to Amazon or eBay from Zendesk, you get a message saying Amazon/eBay can’t deliver the email.

Why It Happens

Don't care why? Jump straight to how to solve it.

ChannelReply and Zendesk Sending Duplicate Emails to Amazon, Shopify or Walmart

If your Amazon, Shopify or Walmart customers are getting more than one copy of each reply you send from Zendesk, it’s due to this trigger. “Notify requester and CCs of comment update” is causing Zendesk to email the customer directly whenever you reply. At the same time, ChannelReply is creating and sending its own message.

Often, only the ChannelReply version is allowed to reach the customer. But in some cases, both emails are accepted. This causes your customer to get duplicate responses.

ChannelReply and Zendesk Can’t Deliver a Message to eBay or Amazon

If you get a message saying Zendesk can’t deliver your emails to eBay or Amazon, in most cases, your responses are actually being delivered just fine. ChannelReply is delivering each response to your customers as normal.

However, the “Notify requester and CCs of comment update” trigger is generating an email duplicate of each message. It's then trying to send it straight from Zendesk, rather than through ChannelReply. This causes the delivery of the duplicate to fail. While this doesn’t create any problems for your customers, the constant notifications can be an annoyance.

What about Back Market and Newegg?

Since Back Market has no email forwarding system at the time of this article's last update, Back Market messages are not affected by this trigger. If duplicate messages are sent to Back Market, it's most likely a bug! Please contact us immediately. 

We have not yet tested how this trigger will interact with Newegg, but expect it to behave similarly to how it does with Amazon. Meaning, it can probably cause a lot of trouble! Please follow the instructions below if you send duplicate Newegg messages or get error notifications. If the issue persists, please contact us.

How to Solve It

• Make sure you have added ChannelReply tags to each of your marketplace accounts.
• In Zendesk, navigate to Admin Center. You can do this by clicking Products (the four-squares icon in the upper right), then Admin Center.

• Open the "Objects and rules" menu and click "Triggers."
• Choose “Notify requester and CCs of comment update” from your list of triggers.

• Add the following ALL condition to the trigger: Ticket: Tags | Contains none of the following | (your ChannelReply tags)
• Save your changes and the problem is solved!

How to Add the ALL Condition to Your Trigger

If the last steps above sounded like gibberish, here’s a more detailed breakdown:

• Under “Meet ALL of the following conditions,” click “Add condition.”

• In the first dropdown, select “Tags” from the “Ticket” list.

• In the second, select “Contains none of the following.”

• Enter all of your ChannelReply tags.

• Finally, scroll to the bottom and click "Save."

Need More Help?

Not finding the answers to your questions on this page? See our FAQ for answers to common questions or our Help page for more troubleshooting instructions. Alternatively, contact us for assistance and we’ll get back to you ASAP.