Outcome. A ticket that is really the same issue as one the same contact just opened gets flagged and linked at intake, so reps stop working two threads for one problem.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-049
flowchart TD
A[Ticket created] --> B[Custom code: search recent tickets from same contact]
B --> C{Likely duplicate found within 48h?}
C -->|yes| D[Set duplicate_ticket_flag, link ID, notify owner, add to review list]
C -->|no| E[No action]
When to use it, when not to
- UseUse it when contacts sometimes submit a second ticket for the same issue shortly after the first, through a different channel (an email reply that creates a new thread instead of a response, plus a form submission), fragmenting one problem across two records.
- UseUse it when volume is high enough that a rep cannot reasonably eyeball "has this contact already opened something like this recently" without help.
- SkipDo not use it as an auto-merge or auto-close; this fiche only flags and links, a human still decides whether to actually close the duplicate and consolidate work, since two tickets that look similar by subject line are not always the same issue.
- SkipDo not use it if your ticket volume per contact is naturally low; the custom code adds a real execution cost for a pattern that may occur rarely enough to just catch by eye.
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.4 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 tickets and sla 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.
