Duplicate AI Documentation
  • Getting Started
  • Chapters
    • Duplicates & Similar Issues
    • Merging
    • Merge Presets / One-Click Merging
  • More Help
    • Individual Support
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  1. Chapters

Duplicates & Similar Issues

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Last updated 4 years ago

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

The distinction is made, since ..

  • .. for duplicates we are really sure you want to something about them.

  • .. similar tickets are just interesting.

Similar Issues

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

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).

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

These are easier to explain, so we start here. To find them we calculate several similarity metrics (e.g. , , ..).

TFIDF
Levenshtein Distance