Duplicate Ticket Checker, In Your Browser
Export a week of tickets and paste them into this duplicate ticket checker to see how many are the same request arriving more than once. Nothing leaves your browser.
Check your duplicate rate
Paste a ticket export with requester, subject and created date. Everything runs in your browser and nothing is uploaded or stored.
Paste at least two rows with a header. The columns can be called anything containing requester, subject and created.
Run this on your live queueGet back $6,240 a year
Attickets a month, about 120 are the same person asking again, costing 234 agent hours a year.
How to get the data
Any export with a requester, a subject and a created date will work. The column names can be anything containing those words, and both CSV and TSV are fine.
A week of tickets is enough to see the pattern. A month is better if your volume is low.
What the duplicate ticket checker compares
For every pair of tickets it checks three things, which is the same conservative shape the product uses by default.
A pair that passes all three is counted once, so ten tickets about one problem count as nine duplicates rather than forty-five pairs.
Reading the number
Most support queues land between 8% and 20%. If this comes back under 5%, either your export is missing the requester column or your first reply time is fast enough that nobody bothers writing twice, which is worth knowing either way.
Treat the result as a floor rather than a ceiling. This compares subject lines only, so it misses the pairs where the same person described one problem in two completely different ways, and the pairs where one colleague reported what another colleague already raised.
Once you have the percentage, put it through the duplicate ticket cost calculator to turn it into hours and money.
Why nothing is uploaded
Support exports contain customer names, email addresses and often the content of their problems. Asking somebody to upload that to a marketing site to get a number would be a poor trade.
So the parsing and the comparison happen in your browser. There is no request to a server, nothing is stored, and closing the tab is the whole cleanup process.
Frequently asked questions
Is this the fastest way to find duplicate tickets?
For a one-off answer, yes. As a duplicate ticket finder it works on an export, so how to find duplicate tickets continuously is a different job: that needs something watching the queue rather than a page you paste into. Check duplicate tickets here first to get your baseline number.
How does this duplicate ticket checker work?
It groups your rows by requester, looks for near-identical subjects inside a time window, and reports what share of the export those pairs represent. All of it happens in the page, in your browser.
Is my ticket data uploaded anywhere?
No. Everything is parsed and compared in your browser. Nothing is sent to a server and nothing is stored.
What columns does it need?
A requester or contact column, a subject column and ideally a created date. It finds them by name, so the exact header does not matter.
Why is my rate lower than expected?
This compares subject lines only. Pairs worded differently, or raised by two colleagues at one company, are invisible to it and visible to the full engine.
How many tickets should I paste?
A week is enough to see the pattern. Very large pastes will slow the browser down, since every pair is compared.
Now do it continuously
A one-off sample tells you the size of the problem. Ticket Merger runs the same comparison on every arriving ticket and merges the matches.
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