# Title: Duplicate tickets created in same group when email is sent to multiple group addresses in TO field
**URL:** https://community.zammad.org/t/title-duplicate-tickets-created-in-same-group-when-email-is-sent-to-multiple-group-addresses-in-to-field/20604
**Category:** Technical assistance
**Created:** [July 2, 2026, 7:37am UTC](https://community.zammad.org/t/title-duplicate-tickets-created-in-same-group-when-email-is-sent-to-multiple-group-addresses-in-to-field/20604 "2026-07-02T07:37:40Z")
**Posts on this page:** 2
**Page:** 1
### Author:  [@Engr.Umar](https://community.zammad.org/u/Engr.Umar)
#### Post date: [July 2, 2026, 7:37am UTC](https://community.zammad.org/t/title-duplicate-tickets-created-in-same-group-when-email-is-sent-to-multiple-group-addresses-in-to-field/20604/1 "2026-07-02T07:37:40Z")
**Infos:**
- **Used Zammad version:** 6.5.2
- **Browser:** Chrome,Edge
* * *
**Expected behavior:**
When a sender addresses an email to two different group mailboxes (e.g. `support@company.com` and `sales@company.com`) in the TO field, Zammad should either:
- Create one ticket per group (one in each respective group), or
- Create a single ticket and assign it to the primary/first matched group
**Actual behavior:**
Zammad creates duplicate tickets within the **same group** instead of routing them separately to their respective groups. Both group addresses are present in the TO field, but rather than splitting into two separate group tickets, the same ticket is duplicated inside one group.
**Steps to reproduce the behavior:**
1. Set up two groups in Zammad, each assigned a distinct email channel (e.g. `support@company.com` → Group A, `sales@company.com` → Group B)
2. Send an email from an external mailbox with **both** group addresses in the TO field
3. Observe that instead of one ticket in Group A and one in Group B, duplicate tickets appear in the same group
**Additional context:**
We already have **Postmaster Filters configured per group** , where each filter matches the TO address of its respective group mailbox and routes incoming mail to the correct group. This works correctly when an email is sent to a single group address.
However, when a sender includes **multiple group addresses in the TO field** simultaneously, the filters do not split the email into separate group tickets as expected. Instead, Zammad duplicates the ticket within one group, suggesting the per-channel deduplication or routing logic is overriding or conflicting with our filter setup.
**Questions:**
1. Is there a supported way to prevent duplicate ticket creation when a sender includes multiple group mailboxes in the TO field?
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### Author:  [@tobi\_bueck](https://community.zammad.org/u/tobi_bueck)
#### Post date: [July 21, 2026, 9:48am UTC](https://community.zammad.org/t/title-duplicate-tickets-created-in-same-group-when-email-is-sent-to-multiple-group-addresses-in-to-field/20604/2 "2026-07-21T09:48:12Z")
Hi,
with two group addresses in To, Zammad often matches the email channel more than once and can open duplicates if both resolve into the same group path.
Worth checking: each address is only on one channel/group; Postmaster filters aren’t re-creating; and whether both mailboxes deliver into Zammad (forward vs native channel).
On 6.5.2, do both duplicates share the same `message_id` , and which group\_id ends up on both?