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Duplicate Detection uses AI to identify when multiple tickets are about the same issue. This helps your team avoid duplicate work and provides consistent answers.
Duplicate Detection is a Pro feature. Upgrade your plan to access it.

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How It Works

  1. User opens a new ticket
  2. AI compares it to recent tickets (same user and others)
  3. If a similar ticket is found, staff is notified
  4. Staff can link or merge the tickets
Example:
User opens Ticket #42: “My payment isn’t going through” User opened Ticket #40 yesterday: “Payment failing on checkout” AI detects these are likely the same issue and alerts staff.

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Why It Matters

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Avoid Duplicate Work

Without detection, two staff members might work on the same issue independently, wasting time and potentially giving conflicting answers.

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Consistent Answers

When tickets are linked, staff can see previous responses and provide consistent information.

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Faster Resolution

If a similar ticket was already resolved, staff can apply the same solution immediately.

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Getting Started

1

Enable Duplicate Detection

Go to AI Features → Duplicate Detection and toggle it on.
2

Configure Thresholds

Set how confident AI should be before flagging duplicates.
3

Test It

Open two tickets with similar content to verify detection works.

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Confidence Levels

AI assigns a confidence level to potential duplicates:
LevelConfidenceWhat It Means
Very High90%+Almost certainly the same issue
High75-90%Very likely related
Medium60-75%Possibly related, review recommended
Low45-60%Might be related, less certain
Start with High threshold (75%) and adjust based on your experience. Too low = false positives. Too high = missed duplicates.

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Settings

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Confidence Thresholds

Customize the threshold for each confidence level: 
Very High: 90%+    → Automatically notify
High: 75-90%       → Flag for review
Medium: 60-75%     → Suggest possible match
Low: 45-60%        → Only show on request

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Time Window

How far back to search for duplicates:
  • 24 hours - Only very recent tickets
  • 7 days - Recommended for most teams
  • 30 days - For recurring issues

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Scope

What tickets to compare against:
OptionDescription
Same User OnlyOnly compare tickets from the same user
All UsersCompare against all recent tickets
Same CategoryOnly compare within the same category

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How Detection Works

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Content Similarity

AI compares the meaning, not just exact words: 
Ticket A: "My payment isn't working"
Ticket B: "Payment failed at checkout"
→ Detected as similar (same meaning)

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Topic Matching

AI understands the general topic: 
Ticket A: "How do I upgrade my plan?"
Ticket B: "What's the process for upgrading?"
→ Detected as similar (same topic)

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User Context

The same user opening multiple tickets is weighted higher: 
Same user + similar content = likely duplicate
Different users + similar content = might be same issue affecting multiple users

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What Staff Sees

When a duplicate is detected, staff sees:
  1. Notification in the ticket with confidence level
  2. Link to the potential duplicate ticket
  3. Options to:
    • View the other ticket
    • Link the tickets
    • Dismiss the suggestion

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Actions

Connect two related tickets without merging them:
  • Both tickets remain open
  • Staff can see they’re related
  • Good for related but distinct issues

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Dismiss

Mark the suggestion as incorrect:
  • AI learns from this feedback
  • The suggestion won’t appear again
  • Use when tickets aren’t actually related

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Best Practices

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Review, Don’t Auto-Merge

Duplicate detection suggests matches - staff should verify:
  • Are they truly the same issue?
  • Should they be linked or merged?
  • Is additional context needed?

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Use Consistent Subject Lines

Help AI by using clear subject lines:
  • ✅ “Payment failing with error code 401”
  • ❌ “Help!!!” (hard to match)

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Check Before Creating

Encourage users to check existing tickets:
  • Reduces actual duplicates
  • Makes detection more accurate
  • Improves support efficiency

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Troubleshooting

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Too Many False Positives

If unrelated tickets are being flagged:
  1. Raise threshold - Increase confidence requirement
  2. Narrow scope - Check “Same User Only” or “Same Category”
  3. Reduce time window - Shorten to 24-48 hours

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Missing Obvious Duplicates

If duplicates aren’t being detected:
  1. Lower threshold - Decrease confidence requirement
  2. Expand scope - Check “All Users”
  3. Extend time window - Increase to 14-30 days

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Same User, Different Issues

If different issues from the same user are flagged:
  1. Check thresholds - Make sure “Medium” isn’t too low
  2. Review scope - “Same Category” may help
  3. Train your users - Encourage clear subject lines

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