Prevent or merge duplicate records (tickets)

Question

Hi Community,Our company receives Support requests via email from our customers, each one creates new ticket/record in Quick Base. Sometimes a customer will send two or more emails (different people send email) for the same issue. This creates what are essentially duplicate requests on multiple tickets/records.Can anyone suggest how we could use Quick Base to identify and write any duplicate requests received to the first ticket submitted, instead of creating a new ticket each time?Any ideas are very much appreciated. Thanks, Stephen------------------------------Stephen Cherepy------------------------------

markshnier__you · Answer

A low tech solution would be to have a report link field and an embedded report on the ticket which shows all tickets with the same email address. So you would configure the report link field to have the email address field on both the left and right sides of the configuration.

This will mean however that the embedded report will included on the embedded report the very ticket that you were sitting on. But if you were looking at a ticket and it had multiple records on the embedded report then you will see that that same customer has enter tickets in the past. You would then be able to see if they appear to be duplicate and mark them as closed.

If you want to get a bit fancier and not have the clutter of an embedded report which has the same ticket that you are actually viewing then you can make a formula query to count the number of tickets for the same email address but where the record ID is not the record ID of the record itself. Can use that field in a form rule to hide the embedded report.

If you have not worked with formula queries before the syntax can be challenging. If you decided you wanted to go ahead with that but needed some assistance in writing the formula query formula then contact me directly by the email in my signature line and we can discuss that.

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Mark Shnier (Your Quickbase Coach)
mark.shnier@gmail.com
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stephencherepy · Answer

Thank you Mark!------------------------------Stephen Cherepy------------------------------

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Prevent or merge duplicate records (tickets)