> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Duplicate Detection

> Find and link tickets about the same issue

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.

<Info>
  Duplicate Detection is a **Pro** feature. [Upgrade your plan](https://ticketcord.net/pricing) to access it.
</Info>

## 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.

## Why It Matters

### Avoid Duplicate Work

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

### Consistent Answers

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

### Faster Resolution

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

## Getting Started

<Steps>
  <Step title="Enable Duplicate Detection">
    Go to **AI Features** → **Duplicate Detection** and toggle it on.
  </Step>

  <Step title="Configure Thresholds">
    Set how confident AI should be before flagging duplicates.
  </Step>

  <Step title="Test It">
    Open two tickets with similar content to verify detection works.
  </Step>
</Steps>

## Confidence Levels

AI assigns a confidence level to potential duplicates:

| Level         | Confidence | What It Means                        |
| ------------- | ---------- | ------------------------------------ |
| **Very High** | 90%+       | Almost certainly the same issue      |
| **High**      | 75-90%     | Very likely related                  |
| **Medium**    | 60-75%     | Possibly related, review recommended |
| **Low**       | 45-60%     | Might be related, less certain       |

<Tip>
  Start with **High** threshold (75%) and adjust based on your experience. Too low = false positives. Too high = missed duplicates.
</Tip>

## Settings

### 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
```

### 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

### Scope

What tickets to compare against:

| Option             | Description                             |
| ------------------ | --------------------------------------- |
| **Same User Only** | Only compare tickets from the same user |
| **All Users**      | Compare against all recent tickets      |
| **Same Category**  | Only compare within the same category   |

## How Detection Works

### 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)
```

### 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)
```

### 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
```

## 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

## Actions

### Link Tickets

Connect two related tickets without merging them:

* Both tickets remain open
* Staff can see they're related
* Good for related but distinct issues

### Dismiss

Mark the suggestion as incorrect:

* AI learns from this feedback
* The suggestion won't appear again
* Use when tickets aren't actually related

## Best Practices

### 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?

### Use Consistent Subject Lines

Help AI by using clear subject lines:

* ✅ "Payment failing with error code 401"
* ❌ "Help!!!" (hard to match)

### Check Before Creating

Encourage users to check existing tickets:

* Reduces actual duplicates
* Makes detection more accurate
* Improves support efficiency

## Troubleshooting

### 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

### 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

### 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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