How to Handle Duplicate Tickets

Duplicate tickets causing chaos? Learn how to effectively eliminate them with our deduplication strategies for smoother incident resolution.

Incident Resolution Process: Handling Deduplication

Have you ever found yourself drowning in a sea of duplicate tickets while resolving an incident? Duplicate tickets are not only frustrating but also waste time and resources. It is essential to eliminate these duplicates to enhance the efficiency of the incident resolution process. In this blog post, we will introduce you to the incident resolution process and explore why duplicate tickets are a problem. Additionally, we will provide you with some best practices for effectively handling duplicate tickets and the benefits of using deduplication in the incident resolution process.

In any organization, incidents are bound to happen, no matter how well-planned and executed a business operation may be.  By having a well-defined resolution process in place, businesses can mitigate risks, maintain customer satisfaction, and minimize the overall impact of incidents on the organization. This article discusses the incident resolution process and how to implement it.

The incident management process is a set of steps taken by an organization to detect, diagnose, and resolve incidents. It involves categorization, initial diagnosis, escalation, data collection, incident response, and incident closure. Incident resolution is the final step in this process.
Incident management/resolution process: incident logging, prioritization, incident assignment, resolution, closure

Incidents are typically categorized based on their severity and impact on the organization. Once an incident is categorized, it can be assigned to the appropriate level of technical support.

The next step is to diagnose the incident and determine its root cause.

This step requires the collection of data, including duplicate data, to provide insight into the nature of the problem. If the incident is not resolved at this stage, it is escalated to the next level of support. This process continues until the incident is resolved or the highest level of technical support is reached.

Data Collection:

Data collection is a critical part of the process, as it enables the deduplication work required to optimize storage utilization and primary storage capacity via collecting personal information and redundant data related to the incident. Deduplication entails identifying and removing redundant data to free up storage space/storage capacity. The data collected during this process prevents similar incidents in the future.

There is one topic we mentioned here which we’d like to dive deeper into:

Deduplication:

Have you ever experienced the frustration of submitting a ticket only to find out that someone else has already submitted it? With the implementation of a deduplication system or deduplication software, companies can quickly and accurately identify and eliminate duplicate tickets.

Deduplication is the process of finding and eliminating redundancies or duplicate data from a dataset.

By implementing a deduplication engine, organizations improve data accuracy and quality while increasing efficiency and productivity.

In this article, we’ll discuss what deduplication is, why it’s important, types of duplicate records, commonly used metrics, deduplication methods, benefits, and steps in the deduplication process.

What is Deduplication?
Deduplication is used to identify and eliminate duplicate tickets, significantly improving the efficiency of IT service teams. It is an essential part of any incident resolution process, especially when dealing with customer support tickets.
Deduplication: there are duplicate files (many copies of one file), which can be pared down to the few originals to save space and ensure clarity.

This is a prime spot for hyperautomation. By implementing a deduplication process, organizations are able to improve data accuracy and quality exponentially.

In order to successfully detect and de-duplicate tickets, IT teams must first have a system in place to recognize when two tickets are related or identical. Common indicators include similar titles, descriptions, times reported, and user accounts affected. To ensure maximum accuracy in identifying duplicates, it is important to use the right metrics for deduplication. This can include string matching algorithms, fuzzy matching algorithms, or natural language processing techniques. It reduces costs associated with managing a large amount of data and assists in maintaining data integrity across systems. All these benefits make deduplication a valuable tool for any organization looking to streamline their incident resolution process.

Destroying duplicate tickets upon identifying and logging the original.

What are Duplicate Tickets?

Duplicate records are records that appear in a dataset more than once. Duplicate tickets refer to multiple tickets created for the same issue or request. This can happen due to various reasons such as technical glitches, lack of communication among team members,  customers sending more than one email about the same problem, human error, mislabeled data, or automated processes that generate multiple copies of the same record. Duplicate records can be detrimental to an organization as they can lead to inaccurate results, incorrect conclusions and missed opportunities. Duplicate tickets waste resources on tasks such as manually deleting duplicates or creating new records instead of utilizing existing ones.

Why dedupe?

Deduplication is an important part of any incident resolution process because it helps maintain data integrity and accuracy. By eliminating duplicate tickets, organizations can reduce manual effort, time spent on resolving tickets, and costs associated with managing large datasets.
Deduplication, or getting rid of duplicate tickets, increases customer satisfaction..

One of the most important benefits of deduplication is that it reduces the risk of customers receiving incorrect, delayed or outdated information, shielding against a negative impact on customer satisfaction and loyalty.  

Deduplication, or getting rid of duplicate tickets, reduces storage costs.

Data deduplication is executed by examining and comparing incoming data with already stored data, replacing new data with a reference to the existing data. It optimizes free space on a volume by examining its dataset for duplicated portions. It also eliminates duplicate blocks of data across every server and directory, reducing storage costs without data compression.

Types of Deduplication Techniques: inline, post-process, etc.

There are various types of deduplication techniques, including file-level, block-level deduplication, byte-level deduplication, source deduplication, client-side deduplication, target deduplication, asynchronous deduplication, and variable-length deduplication. Each technique has its own advantages and disadvantages depending on the specific use case. The two main types of deduplication techniques are inline and post-processing.

If this sounds complex, there is no need to fear. The best way to go, with the advent of cutting edge AI tools, is move deduplication workloads from human hands to the swift and steady hands of a hyperautomation deduplication tool.
One person holding several tickets: they have created many duplicate tickets. The person speaking with them scratches their own head in confusion.

Tools! Faster backups, lower data loss, and more

When it comes to effectively eliminating duplicate tickets in the incident resolution process, implementing deduplication tools can be key. Tools such as Cuber's deduplication bot utilize hyperautomation and AI/ML to streamline all these  moving gears into one herculean solution.

There are a variety of best practices to consider when using tools, including:

- Utilizing automatic and on-demand dedup techniques to maintain data quality and prevent duplicates.

- Starting with a preventative approach by identifying duplicate data entry patterns.

- Reducing data storage and transmission costs while improving backup speeds through deduplication.

- Assigning a duplicate key for each record and using matching algorithms to prevent or merge duplicates.

-Prevent data loss and human error by adapting intelligent and high-accuracy tools

Phone calls and social media are default tools often used to report incidents. These channels provide quick access to support and enable customers to report incidents in real-time. However, there is a tradeoff: they also require careful management to prevent duplicate tickets and ensure that all necessary info is collected.

Automation tools such as AI-powered chatbots, in comparison, can also help reduce the number of duplicate tickets by providing quick resolutions to common issues. Cuber's botzforce has botz that will help.

Now, let's see how the rest of the incident resolution process maps out til the end.

Incident Resolution & Closure:

Implementing a solution that solves the problem requires a detailed understanding of the incident and the root cause of the problem. The solution may involve technical support or changes to the organization's processes or policies.

The final step in the incident resolution process is incident closure. This involves ensuring that duplicate tickets are not created and that the incident is appropriately documented for future reference.

Post Incident review:

Once the incident has been resolved, it is essential to conduct a post-incident review to identify the root cause and prevent similar incidents from occurring in the future. This review can involve a detailed analysis of the incident, including any contributing factors and the effectiveness of the resolution process. The findings from the review can be used to update and improve the incident resolution process, including the identification and documentation of incidents, prioritization and assignment, and communication with stakeholders. Regular reviews are a must for optimization of the incident resolution process.

Conclusion:

In today's fast-paced business environment, marketing teams are constantly striving to maximize the impact of their marketing efforts to ensure successful sales and customer retention. However, with an ever-expanding company database and an extensive list of contacts, managing customer relationships can be daunting. By implementing custom rules and rule creation, marketing automation enables marketing teams to efficiently manage loose files and master records.

To prevent future duplicate tickets, one should educate customers on ticket creation, encourage communication within the team, improve the ticketing system's functionality, and bring Hyperautomation into their ticketing deduplication toolkit.

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