Plan requirement
| Subscription | Any plan |
| Access | Admin |
Zendesk has no duplicate condition, but a view of recent tickets sorted by requester finds them well enough.
How do I find duplicate tickets?
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. They appear under Related tickets in the context panel, and a red badge over that icon tells the agent a new suggestion is waiting. That catches the obvious cases at the moment an agent opens the ticket, which beats finding them in a list later.
Two things to know before you rely on it. It needs Suite or Support Professional and above, and it draws on the Copilot allowance, which resets monthly, counted only when somebody clicks Confirm and Merge. And a ticket merge cannot be reversed, so a suggestion is still a decision.
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.
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