Possible Duplicate Tickets

The “Possible duplicates” block helps find tickets with the same subject. This is useful when a customer sends the same email or message several times.

How the mechanism works

Swarmica displays tickets that may be duplicates of the current ticket. You can open a candidate, compare the requests, and select tickets to merge.

Merging lets the team continue with a single request instead of processing identical tickets in parallel.

When it is useful

• a customer sends the same message again;
• the same message is submitted through multiple channels;
• several employees register the same request.

Important performance note

With large ticket volumes, possible-duplicate detection can affect system performance. Enable it only when this check is genuinely needed. Before enabling it on a large database, assess the load and test the feature.

How to enable the block

Activate the __show_ticket_duplicates feature flag. General rules are described in Feature flags (features) in Swarmica.

The feature is available if the corresponding license is active.