Duplicate ticket detection
Checks whether the customer's current message belongs to an open ticket they already have, presents the candidate match, and lets the customer confirm merge or split.
Use when the same customer writes in twice in a short window — common during outages or after an unread reply.
It does not look up tickets itself. Your client's helpdesk passes candidate matches in; this workflow handles the conversation around them.
- intake
- confirm
- handoff
Provisioning the MCP URL for Duplicate ticket detection is part of Pro.
Free accounts can read the YAML, run the Live Preview, and provision one starter URL. Pro provisions URLs for the whole catalog.
Open YAML. Read it before you subscribe.
The harness that enforces this YAML is closed and hosted. The YAML is what you can audit, fork, and reason about.
1# duplicate-ticket-detection.yaml2name: duplicate-ticket-detection3version: 1.0.04category: tier-1-triage5description: Confirms whether an inbound is a duplicate of an open ticket.6 7inputs:8 - name: message9 type: string10 - name: candidate_tickets11 type: array12 description: Open tickets supplied by the helpdesk.13 14harness:15 - step: intake16 - step: confirm17 ask: which_ticket_or_new18 options: [merge, new]19 - step: handoff20 emit:21 action: merge | split22 target_ticket_id: <id>23 Need duplicate ticket detectiontuned to one client’s voice, escalation logic, and required fields? That’s a $99 personalization.
One-shot fee. Turnaround stated up front. The result is yours, with the deterministic harness already wired.
- Intent classification intakeClassifies an inbound message into one of six intents and routes to the matching downstream workflow.
- Ambiguous message disambiguationAsks one targeted question when the inbound message is too vague to route, then re-routes with the answer.
- Language detection and routingDetects message language and routes to the matching localized workflow.