> For the complete documentation index, see [llms.txt](https://duplicateai-docs.secretbakery.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://duplicateai-docs.secretbakery.io/chapter/duplicates-and-similar-issues.md).

# Duplicates & Similar Issues

Duplicate AI compares tickets and will categorize them into duplicates and similar tickets. These are shown in seperate sections:

![](https://2635357791-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MYvGOSqEU6YwxeorKAw%2F-MYyADQiOu4f-p1t0Ts1%2F-MYyAiErrGgeV017UMxN%2FDuplicates%20%26%20Similar%20Issues.png?alt=media\&token=44b7d447-4e9c-4f56-acb9-6ede6e9f90e6)

The distinction is made, since ..

* .. for duplicates we are really sure you want to something about them.
* .. similar tickets are just interesting.

## Similar Issues

These are easier to explain, so we start here. To find them we calculate several similarity metrics (e.g. [TFIDF](https://monkeylearn.com/blog/what-is-tf-idf/), [Levenshtein Distance](https://medium.com/analytics-vidhya/levenshtein-distance-for-dummies-dd9eb83d3e09), ..).

Those with high scores show up in the "Similar Tickets" section. To make it easy to spot interesting tickets, we show:

* Ticket Summary
* Ticket Status
* A similarity score in % to indicate how far appart the similar ticket and your open ticket are

![](https://2635357791-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MYvGOSqEU6YwxeorKAw%2F-MYy4OHrXiqvvUsjrcPl%2F-MYy9qCjEd9C6RcKThAV%2FSimilar%20Issues.png?alt=media\&token=115b532a-0ffb-4016-b756-0b49025ff08a)

## Duplicates

These tickets have passed several checks regarding their similiarity metrics and ticket properties. These checks on a combination of properties & metrics ensures that these are real duplicates.

Each duplicates also is assigned a "scenario", which indicates how we think what type of duplicate this is (e.g. 100% same content, email that references an existing ticket, etc).

![](https://2635357791-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MYvGOSqEU6YwxeorKAw%2F-MYy4OHrXiqvvUsjrcPl%2F-MYy9qCg-1ToP0rLCHUB%2FDuplicate%20Issues.png?alt=media\&token=1ed8ce8e-6a8f-4fea-9596-7685451047d2)

> Example - Scenario "Email followup"
>
> * Description is not that similar\
>   (since in an email thread people add completely new content in the next email)
> * Summary is very similar\
>   (since the email subject is usually the same)
> * The ticket request type is Email Request
> * Ticket dates are not longer than 2 months appart