3CX PRO 4 SC Duplicate Ticket Creation with Zoho integration

[ICTGlobe]

Hope you are well.

The client has raised a concern regarding duplicate ticket creation when handling incoming calls through 3CX.

When an agent answers an incoming call via the 3CX Web Client, the ticket is created correctly in Zoho Desk, with the call status reflecting as answered.

However, when an agent answers the same type of call via the 3CX Desktop Client, two tickets are generated: one reflecting an unanswered call and the other reflecting an answered call.

Could you please advise why this behavior occurs and advise on the necessary configuration changes to ensure that only one ticket is created per incoming call, regardless of whether the agent answers via the Web or Desktop Client?

Thank you for your assistance.

 

[KyriacosS_3CX]

Hello, just to clarify: you are facing this issue with the Zoho Desk product and the integration Zoho themselves provide, and not the Zoho CRM integration provided by 3CX, correct?

 

[edossantos_sipcaller]

If you have an integration with Zoho Desk, that's not provided or supported by 3CX. The product supported by 3CX is Zoho CRM.

Said this, if you need to investigate what's going on, enable verbose logs in 3CX, reproduce the issue, and check the 3cxSystemService.log file which will give you some pointers.