Question
Can I create a view that shows duplicated tickets?
Answer
It's not possible to have a view that shows duplicated tickets. However, in any view, you can add the Requester column if it is not yet present. Then, click the Requester title to order the tickets. This allows you to quickly see which tickets belong to the same requester and proceed with merging them if they turn out to be duplicated.
Alternatively, with the Advanced AI add-on, you can merge potentially related tickets based on merging suggestions from the same brand as the base ticket the agent is working on.
For more information, see this article: Creating views to manage ticket workflow.
2 comments
Jason Walker-C
Ricardo Pinto Is there any way to report on duplicates?
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Ricardo Pinto
Hello, Jason Walker-C
You could for example follow this recipe to report on tickets created by ticket requestor. That doesn't necessarily tell you if the tickets are duplicates. But if you add a Ticket created - Date attribute you can see the date the tickets were created and that may be an indicator of duplicates.
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