Duplicate tickets can come from multiple sources. Often, they are the result student database of customers submitting numerous forms or sending multiple emails about the same issue. Duplicates are further created and complicated by integrations with other support software, manual entries by sales reps, or the importing of data from various sources. Each of these avenues, among others, contributes to the abundance of duplicate tickets, leading to an overstated volume of customer queries and a tangled web of support requests.
The consequences of unaddressed duplicate tickets are far-reaching. They distort crucial customer service metrics, skew response times, and lead to an inefficient allocation of support staff resources. More importantly, customers often find themselves frustrated by receiving repetitive or conflicting responses, which can damage the perceived reliability and professionalism of the support service.
