Can I make a view that shows duplicate tickets

Zendesk has no duplicate condition, but a view of recent tickets sorted by requester finds them well enough.

Zendesk has no duplicate condition, but a view of recent tickets sorted by requester finds them well enough.

The practical version

Build a view of open tickets created in the last few days, grouped or sorted by requester. Duplicates appear as two rows with the same name next to each other, and a glance down the list finds them.

It is not automatic detection, and it does not need to be. Duplicates cluster in time, so a short window catches nearly all of them.

Merging suggestions

Zendesk can suggest merges when it spots likely duplicates, and that can be turned on in Admin Center. Worth having on: it catches the obvious cases at the moment an agent opens the ticket, which is better than finding them in a list later.

The better question

A customer opening three tickets about one thing usually cannot find the first. If duplicates are a running problem, the cause is generally that people cannot see their existing requests, and a help centre where they can removes the reason rather than the symptom.

See also

• Merging tickets
• Creating a view
• The customer portal: where customers track their requests