Why are duplicate tickets being created in Zendesk from webhooks?
Asked 1 months ago • 17 views
Are you acknowledging the webhook request immediately, or waiting until all backend processing finishes before returning a 200 response?
If Zendesk doesn’t receive a 200 fast enough, it retries the webhook. Even slight delays can trigger a retry. If your endpoint creates the ticket before responding, the second attempt may create another one.
Yes. Webhooks are retried when timeouts or network hiccups occur. Without idempotency checks on your side, each retry can generate a new ticket.
This is often called a webhook retry loop. Under load, even small latency spikes increase the probability of duplicate events.
Production systems usually introduce idempotency keys, event hashing, or execution validation layers so repeated webhook deliveries don’t trigger duplicate actions. That’s why orchestration-based AI systems validate actions before execution instead of blindly processing every incoming event.
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