Outcome. Tickets that look like a repeat submission from the same contact on the same topic within a short window are flagged for a merge decision, instead of splitting one issue across two open tickets worked by two agents.
Workflow map
Enrollment, branches and actions at a glance
data-quality-019
flowchart TD
A[Ticket created] --> B[Custom code: find same-contact tickets in the last 48h]
B --> C{Subject overlap above threshold?}
C -->|yes| D[Flag Possible duplicate, store match ID]
D --> E[Add to review list + create task]
C -->|no| F[Leave as Not checked]
When to use it, when not to
- UseUse it when a contact resubmits a form, replies to an old email as a new thread, or double-submits a chat message, creating a near-identical second ticket within minutes or hours of the first.
- UseUse it as a fast check at creation, alongside your native duplicate management options where available for tickets (check in your portal: whether ticket objects support the same native duplicate management tooling as contacts and companies in your portal).
- SkipDo not use it expecting an automatic merge or closure. It flags a candidate pair for a human agent to decide.
- SkipDo not use it for tickets on genuinely different subjects from the same contact close together; the subject-similarity check should keep those out, but review the match threshold if false positives pile up.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.5 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.7 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build, and the custom coded action ships as a ready-to-paste .js file.PDF, Markdown, JSON, code
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the data quality pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
