Good day Murni,

Are these Notifications being sent to multiple users. If that is the case it would show multiple communication records, one for each user being notified.

Hi everyone,

We're facing the same problem with duplicate entries in our communications.

It happens when we send notifications to multiple users. For example, when a lead of type x is entered, three users receive emails (through an escalation rule). Then, we end up with three separate entries in the communications tab. Now, our director wants to send another email to the same three people if a lead isn't picked up within an hour. Also, they want all three users cc'd in outgoing emails. 

I've tried suggesting other notification methods, but email is still preferred!

Is there a way to show only one entry per communication on the tab?

Thanks,

yes the email is sent to multiple users. Oddly, the email only sent to 2 users as "to" and "cc" each. but it displayed 3 rows for the same email.