Skills Compliance
Finding duplicate conversations
Duplicates inflate volume, split context across tickets so agents answer without the full history, and make a customer feel unheard. They also distort every metric you compute — two tickets for one problem doubles the contact rate and halves the apparent first-contact resolution rate.
npx rulebase-skills install cx-duplicate-detectionWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “find duplicate tickets”
- “customers contacting us twice about the same thing”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Why detection and merging are separate skills
Merging is irreversible on every major helpdesk. So the decision and the action are split.
What counts as a duplicate
Not "similar topic". A duplicate is the same customer raising the same problem more than once, which happens for mundane reasons: The form was submitted twice, or an email retried, The customer got no reply and tried another channel.
The safety boundary: identity
Candidates must share a customer_id. Cross-customer merges are never proposed, because a wrong one discloses one person's conversation to another — which is a data breach, not a data-quality problem.
Usage
Input is a canonical export from any platform export skill in this catalog, so this works identically against Zendesk, Intercom, Freshdesk, Gorgias, Front, and the rest.
How matching works
Comparison is on the first public customer message, falling back to the subject when bodies are missing. Text is normalised to strip the things that differ between genuine duplicates — order numbers, dates, URLs, email addresses, and quoted email history — then compared as a token set with Jaccard similarity.
Reading the plan
Each line proposes one merge.
Troubleshooting
No duplicates found in an account that obviously has them — check the excluded counts. Missing customer_id or a --no-bodies export are the usual causes.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
