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It searches existing tickets when a workflow processes an incoming ticket.
This action is available only as a triggered action in workflows.
This action detects duplicates. It does not merge them. Nothing is merged in your PSA unless you add the Merge Ticket action after it. Detect and report on its own is a supported setup — many MSPs use it to flag duplicates for a technician — so Neo does not stop you saving a workflow without the merge action. When a duplicate is found and no Merge Ticket action follows, the run message in Executions says so.Merge Ticket is not available on every PSA. It works on ConnectWise, Autotask, Halo and ServiceNow. On Syncro this action detects the duplicate and a technician merges the two tickets in the PSA, so the run message says that instead of naming an action you cannot add.

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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). Start with same contact only, then expand to same company when you trust the matches.
3

Set time window

Start with looking back 30-60 days for potential matches. Going too far back might find irrelevant old tickets. Match the window to the goal: about 7 days for same-contact duplicates, and 1 day for company-wide outage consolidation.
4

Add merge action

Follow this with the “Merge Ticket” action to actually combine the tickets when matches are found. Skip this step on Syncro, where Merge Ticket is not available, and on a detect-only workflow where you want a technician to decide.

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How it works

  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 - Writes a message for the end user about the consolidation, used only when a Merge Ticket action follows. On a detect-only workflow no such message is produced, because no merge happens.
  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). Both scopes consider only open tickets as merge candidates — a ticket that is closed in your PSA is not offered as a destination. Time window: Set how many days back to search for potential duplicates. Start with 30-60 days. The time window filters candidates by their creation date, not by whether they are open. Search limits: Control how many tickets to consider as potential duplicates (20 by default, 40 at most) to ensure good performance. Neo compares the candidates in one call and splits a fixed token budget across them, so a long conversation or a long configuration list on any one ticket is trimmed to fit. That budget holds at most 49 tickets, so when the search finds more than 49 candidates, Neo compares the most recently updated 49 and says so in the run message in Executions, naming the number it used. Custom instructions (optional): Provide specific guidance about your environment and merge preferences. Sequential processing: When several similar tickets arrive within minutes, enable “Process Entities Sequentially” to prevent conflicting merge attempts. Alert handling (optional): For RMM alerts, enable automatic closure of resolved tickets when merging with resolution tickets. Use custom instructions to describe how your resolution tickets look.