A busy morning brings hundreds of reports about the same thing. We keep one ticket per issue and merge every duplicate into it, so engineering sees one thread with a count.
The rule
A report is a duplicate when its subject line matches the subject of an open ticket (decision 0001):
- lowercase the subject and strip punctuation;
- look for an open ticket with the same subject;
- found one: merge the report into it. None: open a new ticket.
Try it
different causes — keep apart
| case | same subject | same cause |
|---|---|---|
| app vs email, same tenant | no | yes |
| same subject, same tenant, different channel | yes | no |
| same subject, same channel, different tenant | yes | no |
| different subject, same way in | no | yes |
| no tenant on file | yes | no |
When you are unsure
Merge. Splitting a ticket later is cheaper than two engineers chasing the same bug.