Since 30th September 2026, we have seen that some customers who use Microsoft email servers (Exchange / Office 365) may get duplicate tickets in HappyFox. This usually happens only with incoming emails sent by people inside your own organization or domain.
How incoming emails are processed
In your email-to-ticket setup, HappyFox only receives the emails. Our servers do not control how your email server sends, handles, or forwards messages.
When someone sends an email to your support address:
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Your email server processes the email first: Your Microsoft email server receives the email and uses your forwarding rules to send it to HappyFox.
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Ticket duplication: Because of a duplicate forwarding rule or a settings conflict on the Microsoft side, your email server sends the same email twice. This happens before the email leaves your system.
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HappyFox receives two emails: HappyFox gets two separate copies of the email from your server.
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Two tickets are created: Since HappyFox gets two separate emails, it works as designed and creates one ticket for each email.
Key point: By the time the emails reach HappyFox, your email server has already created and sent two separate copies
When your own users send an email, Microsoft email servers often apply both:
- Transport / Mail Flow Rules set up for the whole organization, AND
- Inbox / User-Level Forwarding Rules set up on that specific mailbox.
If both rules are turned on at the same time, Microsoft sends one copy through the transport rule and another copy through the inbox rule. So, the email is sent twice.
How to fix this issue
You can reach out to HappyFox Support ([email protected]) with the duplicate ticket IDs and request for original headers. Once you have the original headers, follow these steps.
Step 1: Contact your internal IT team / mail administrator
- Ask your IT team to check the settings of the affected mailbox in your Microsoft Admin Center / Exchange Admin Center.
- Using the original headers shared by HappyFox, check if Transport Rules (Mail Flow Rules) and Inbox Forwarding Rules are both forwarding the same email.
- Check if more than one forwarding setting is turned on for the same support mailbox.
- Make sure each support mailbox has only one active forwarding rule.
Step 2: Contact Microsoft Support (if there are no duplicate rules)
If your IT team confirms there is only one forwarding rule, the problem is caused by an unknown routing issue inside Microsoft Exchange/O365 for emails within your domain. Your IT team will need to raise a support ticket directly with Microsoft Support so they can check the mail flow logs for the affected emails.