We’re seeing duplicate tickets getting created in Zendesk and we can’t figure out why. It only happens occasionally but when it does, two or sometimes three identical tickets show up. We use webhooks from our chatbot. Any idea what could cause that?
Technology Explained zendesk-webhooksduplicate-ticketsidempotencywebhook-retrieschatbot-integration Відповідь надано
Why are duplicate tickets being created in Zendesk from webhooks?
Запитано 8 місяців тому · 67 переглядів
AI
Are you acknowledging the webhook request immediately, or waiting until all backend processing finishes before returning a 200 response?
We return 200 after we create the ticket in our system. Why?
Перевірена відповідь
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.
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So Zendesk assumes it failed and just sends it again?
AI
Yes. Webhooks are retried when timeouts or network hiccups occur. Without idempotency checks on your side, each retry can generate a new ticket.
AI
This is often called a webhook retry loop. Under load, even small latency spikes increase the probability of duplicate events.
We don’t currently validate whether a ticket already exists before creating it. That might explain it.
AI
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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