This action analyzes incoming tickets to detect duplicates or related issues that should be combined. It automatically searches through your existing tickets to find matches, helping you maintain a cleaner PSA system and prevent technicians from working on the same problem twice.
Instead of manually hunting through tickets to spot duplicates, this action does the detective work for you. It catches when customers accidentally submit multiple tickets for the same issue, or when company-wide problems generate dozens of similar reports.
This action is available only as a triggered action in workflows.

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Quick start

1

Create triggered workflow

Set this to trigger when new tickets are created, so it can catch duplicates right away.
2

Choose search scope

Decide whether to look for duplicates from the same contact (individual duplicates) or same company (company-wide issues).
3

Set time window

Start with looking back 30-60 days for potential matches. Going too far back might find irrelevant old tickets.
4

Add merge action

Always follow this with the “Merge Ticket” action to actually combine the tickets when matches are found.

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How it works

This action systematically searches for tickets that should be combined:
  1. Analyzes new ticket - Reviews content, contact, and company information
  2. Searches for candidates - Looks through recent tickets based on your scope settings
  3. Evaluates matches - Uses AI to determine if tickets should actually be merged
  4. Generates customer messages - Creates appropriate notifications for customers about consolidation
  5. Provides merge recommendations - Offers detailed reasoning for why tickets should be combined

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Setup

Search scope: Choose whether to look for duplicates from the same contact (individual customer duplicates) or the same company (company-wide issues). Time window: Set how many days back to search for potential duplicates. Start with 30-60 days. Search limits: Control how many tickets to consider as potential duplicates (15 by default) to ensure good performance. Custom instructions (optional): Provide specific guidance about your environment and merge preferences. Alert handling (optional): For RMM alerts, enable automatic closure of resolved tickets when merging with resolution tickets.

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What you get

After running, you’ll have detailed information about any tickets that should be merged (if found), AI-generated explanations for why the merge is recommended, pre-written customer messages explaining the consolidation, and internal reports for your team.

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Common use cases

Catch when customers accidentally submit multiple tickets for the same issue by searching for recent tickets from the same contact.
Identify when company-wide problems generate multiple reports from different users and consolidate them into a single incident.
Handle RMM alert storms by merging alert tickets with their corresponding resolution tickets to keep your queue clean.
Combine tickets for the same issue reported via phone, email, and portal into a single comprehensive ticket.

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Best practices

Begin with stricter settings and gradually expand. Search only same contact initially, look back just 30 days, and keep candidate count low.
Give the AI specific guidance about your environment. Include examples of what should and shouldn’t be merged based on your experience.
For RMM alerts, enable the option to close resolved tickets and use custom instructions to identify resolution patterns.
When multiple similar tickets arrive within minutes, enable “Process Entities Sequentially” to prevent conflicting merge attempts.
Check Event History regularly to see what’s being merged and adjust custom instructions based on accuracy and effectiveness.
Always review auto-generated customer messages before they’re sent to ensure appropriate tone and timing.

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Example workflows

  1. Trigger: New ticket created
  2. Find Ticket to Merge With - Search for duplicates from same contact in past 7 days
  3. Merge Ticket - Consolidate duplicates if found
  4. Notify Ticket’s Contact - Inform customer about consolidation
  5. Result: Automatic duplicate prevention with customer communication
  1. Trigger: New ticket created
  2. Find Ticket to Merge With - Search for company-wide issues in past 24 hours
  3. Merge Ticket - Create master incident for outage
  4. Notify Internal Team - Alert about widespread issue
  5. Result: Company outages automatically consolidated for coordinated response
  1. Trigger: RMM alert ticket created
  2. Find Ticket to Merge With - Look for resolution tickets with closure enabled
  3. Merge Ticket - Consolidate alert with resolution
  4. Result: Clean alert management with automatic resolution consolidation