Ticket Duplicate Detection

1. Feature Overview

Duplicate tickets are created when leads raise the same issue multiple times within a short period. This may happen when customers are uncertain that their issue was logged and raise tickets multiple times through the same channel or through multiple channels (such as emails, calls, etc.). The ticket duplicate detection (dedupe) feature lets you set up rules to prevent duplicates and improve agent efficiency.

2. Prerequisite

You must be a Service CRM Admin to configure this feature.

3. How it Works

This feature lets you set rules to identify duplicate tickets based on how often a customer raises tickets with the same status. For example, if you set the status to “Open” and the time range to 1 hour, and a customer raises two tickets—one via email at 12:31 and another via phone at 13:04—followed by an agent manually creating a ticket for the same customer again at 13:07, the second and third tickets will be marked as duplicates. Only the first ticket will appear on the Ticket Views page.

You can configure a common dedupe rule for all tickets created via phone, email, and manual ticket creation, or set individual rules for each channel.

4. Configure Rules for All Channels

1. Log in to LeadSquared (https://in21.leadsquared.com/) and navigate to My Profile>Settings>Service Cloud.
2. On the Service Cloud Settings page, under Advanced Ticket Settings, click Deduplication.
3. On the Deduplication Settings page, alongside Deduplication type, enable the slider, and select All Channels.
4. Under Configuration, enter the following details –
   • Ticket Channel – Select the ticket channels to apply the rule. You can choose any or all channels.
   • Ticket Entity – This is configured by default, so no further action is required.
     • Associated Opportunity – When enabled, along with the other conditions you’re about to configure, tickets tagged to the associated lead AND the associated opportunity type will be identified.
   • Ticket Status* – Select the ticket statuses that trigger the dedupe rule. You can choose multiple statuses.
   • Ticket Fields – For manually created tickets, select the additional fields the rule should consider when identifying duplicates. This works alongside the Ticket Status you configured. If the selected fields contain data and the Ticket Status and time conditions are met, the ticket will be marked as a duplicate. This is optional.
     • For example, if you select ‘Priority’ and ‘Type’ fields, tickets created with the same values for priority and type will be identified as duplicates.
       

       Ticket ID	Status	Priority	Type
       101	Open	High	Request
       102	Open	Medium	Incident
       103	Open	High	Request

       In the table above, tickets 101 and 103 are identified as duplicates.

   • Ticket Created within – Configure the period within which duplicates should be identified. Enter a number (e.g., 1) and select the time frame (hour, day, or month) from the dropdown. Only tickets that match the configured Ticket Status within this time-frame will be considered duplicates.
5. Once you’re done, click Save. All tickets captured through the selected channels and that meet the configured rules will be flagged as duplicates.

• *You cannot select “Closed” or “Resolved” Ticket Statuses when configuring rules to identify duplicates.
• The Time Created within (time interval) condition will NOT apply to tickets manually created by agents. Instead, the configured dedupe rule will apply to the previous 50 manual tickets created for the same customer (lead). For example, if an agent creates a new ticket today that matches the same dedupe conditions of any of the previous 50 manually created tickets, it will be identified as a duplicate.

5. Configure Rules for Specific Channels

In addition to a common rule that applies to all channels, you can configure individual rules for tickets created through email, call, and manual creation channels.

1. Navigate to My Profile>Settings>Service Cloud.
2. On the Service Cloud Settings page, under Advanced Ticket Settings, click Deduplication.
3. On the Deduplication Settings page, alongside Deduplication type, enable the slider, and select Channel Specific.

5.1 Email

To configure dedupe rules for tickets created through the email channel –

1. Under Configuration, alongside Email, enable the slider, and configure the following details –
   • Ticket Entity – This is configured by default, so no further action is required.
   • Ticket Status – Select the ticket statuses that should trigger the dedupe rule. You can choose multiple statuses.
   • Ticket Created within – Configure the period within which duplicates should be identified. Enter a number (e.g., 1) and select the time frame (hour, day, or month) from the dropdown. Only tickets that match the configured Ticket Status and are created within this timeframe will be considered duplicates.
2. Once you’re done, click Save. All tickets captured through the email channel that meet the configured conditions will be flagged as duplicates.

5.2 Telephony

To configure dedupe rules for tickets created through inbound calls –

1. Under Configuration, alongside Telephony, enable the slider, and configure the following details –
   • Ticket Entity – This is configured by default, so no further action is required.
   • Ticket Status – Select the ticket statuses that should trigger the dedupe rule. You can choose multiple statuses.
   • Ticket Created within – Configure the period within which duplicates should be identified. Enter a number (e.g., 1) and select the time frame (hour, day, or month) from the dropdown. Only tickets that match the configured Ticket Status and are created within this timeframe will be considered duplicates.
2. Once you’re done, click Save. All tickets captured through the telephony channel that meet the configured conditions will be flagged as duplicates.

5.3 Manual

To configure dedupe rules for tickets created manually by your agents –

1. Under Configuration, alongside Manual, enable the slider, and configure the following details –
   • Ticket Entity – Associated Leads are selected by default. Along with the other conditions you’re about to configure, tickets tagged to the same lead will be identified.
     • Associated Opportunity – When enabled, along with the other conditions you’re about to configure, tickets tagged to the same lead AND the same opportunity type will be identified.
   • Ticket Fields – For manually created tickets, select the additional fields the rule should consider when identifying duplicates. This works alongside the Ticket Status you configured. If the selected fields contain data and the Ticket Status and time conditions are met, the ticket will be marked as a duplicate. This is optional.
     • For example, if you select ‘Priority’ and ‘Type’ fields, tickets created with the same values for priority and type will be identified as duplicates.
       

       Ticket ID	Status	Priority	Type
       101	Open	High	Request
       102	Open	Medium	Incident
       103	Open	High	Request

       In the table above, tickets 101 and 103 are identified as duplicates.

   • Ticket Status – Select the ticket statuses that should trigger the dedupe rule. You can choose multiple statuses.
   • Ticket Created within – Configure the period within which duplicates should be identified. Enter a number (e.g., 1) and select the time frame (hour, day, or month) from the dropdown. Only tickets that match the configured Ticket Status and are created within this timeframe will be considered duplicates.
2. Once you’re done, click Save. All tickets manually created by your agents that meet the configured conditions will be flagged as duplicates.

6. View Duplicate Tickets

6.1 Ticket Views Page

Once duplicate tickets are captured in your account, you can view them on the Ticket Views page. These duplicates are marked using the icon.

6.2 Ticket Details Page

View the dedupe ticket activity on the Ticket Details page.

Any Questions?

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