Duplicate tickets and recurring issues

When you triage a ticket, two questions matter before you route it: does this ticket already exist, and is this a one-off or a pattern? The Ticket Triage Dashboard answers both with a Similar Tickets Detected card for possible duplicates and with recurring-issue cards for the same issue coming back for one user, one client or many clients. Dispatchers and technicians who triage tickets use them.

Before you start: the cards appear on the Ticket Triage Dashboard tab in HaloPSA. QuantumOps looks for duplicates and recurring issues when it analyses the ticket for triage, so a ticket that was not analysed that way shows no cards. Duplicate detection also needs Q-Director Triage Assist to be on. An administrator sets how sensitive both checks are, as described in Q-Director: triage and routing. The browser extension shows the same results in its Triage tab, described in Triage tab.

Review possible duplicates

The Similar Tickets Detected card lists up to five tickets that look like this one, with the closest match first. For each candidate the card shows:

• the ticket number and a match percentage, such as "92% match";
• a Closed tag when the candidate is already closed;
• the candidate's summary, client, user and created date.

The match badge turns from grey to yellow, amber and red as the match gets closer. The card has a red border when at least one candidate matches at 90% or more, and an amber border otherwise.

Two buttons sit on each candidate:

• View opens the candidate in HaloPSA in a new browser tab, so you can compare it with this ticket.
• Merge merges this ticket into the candidate. After you confirm, QuantumOps merges the tickets in HaloPSA, which cannot be undone. A Ticket Merged note that is not marked private, so the customer can see it, is added to this ticket. Merge appears only for candidates that are still open and match at 90% or more. To merge into any other open ticket of the same client, use the Merge into Duplicate Ticket disposition described in The Ticket Triage Dashboard.

QuantumOps never merges tickets on its own. A person always chooses to merge.

How a ticket becomes a candidate

A ticket is shown as a candidate when either of two tests passes:

• Content similarity. The candidate's content is at least as close to this ticket's as the content similarity threshold. The default is 90%.
• Subject match. When subject matching is on, the candidate's subject line is at least as close to this ticket's subject line as the subject match threshold, even if the rest of the text differs. The default is 98%.

An administrator also sets which tickets are compared and how far back QuantumOps looks. Those settings, and these two thresholds, are changed in Q-Director. See Q-Director: triage and routing.

Read the recurring-issue cards

A Recurring Issue badge in the ticket header tells you at least one of the recurring checks fired. Hover over it for a summary. Below the form, one card appears for each scope that has met its threshold.

QuantumOps counts other tickets, not the one you have open, that share this ticket's category or resolution category and were created within the time window. The default window is 30 days. The three counts are separate. A ticket can meet one scope, two or all three.

A card appears only when its threshold is met. A missing card means not enough similar tickets in the window, not that the check did not run.

The global scope can point at a wider incident: the same issue is landing for several clients at once.

Open a related ticket

Each card previews its newest tickets: three for the user scope and five for the client and global scopes. Select the "... and N more" link to see the rest and Show less to fold the list back. Each row shows the ticket number, the user (client scope) or client (global scope), the date and the summary, and an Open tag when the ticket is still open.

• Select the ticket number to open that ticket in HaloPSA in a new tab.
• Select anywhere else on the row to read the ticket in a pop-up without leaving the screen. The pop-up shows the Summary, Details such as client, user, dates, category, agent and resolution, the Scores for health and sanity, the AI Analysis and any Alerts. Select View in Halo to open the ticket in HaloPSA, or Close to return.

QuantumOps may never have analysed a related ticket, for example an older ticket that was never processed. For those the pop-up says the full details are not available and shows cached pattern data only: the summary, client, user, date and category. It also says AI analysis is not available for that ticket.

When the cards are too noisy or never appear

The cards depend on thresholds that your administrator controls. Ask them to change the settings in Q-Director: triage and routing:

• If the cards appear on tickets that are not really related, ask for higher thresholds, so a ticket needs a closer match or more occurrences before a card shows.
• If you expect a card and never see one, ask for lower thresholds or a longer time window.

Related pages

• The Ticket Triage Dashboard, the screen these cards are on.
• Q-Director: triage and routing, where an administrator changes the thresholds.
• Triage tab, the same information in the browser extension.