Salesforce MVP Hall of Fame (Shivanath Devinarayanan) · Founded 2022
Duplicate ticket detection
Is this the same problem as an open case? Yes or no, with a probability. Fewer tickets worked twice.
Founded 2022 · Founder in the Salesforce MVP Hall of Fame · Dubai HQ · Kochi studio
- 01Models · Claude, Gemini, OpenAI, Bedrock
- 02Agentic systems · Agentforce, CrewAI, ADK, A2A
- 03Agentic memory · Neo4j, Cognee, IndyKite
- 04Automation and voice · n8n, Retell
- 05Deployment and governance · identity, evals, policy, audit
The stack
How we would assemble it.
The honest no: if the work is a software factory with a named delivery date, we are the wrong partner.
The decision
The decision, drawn.
jev_compare-style Choice same_fact / different per candidate incident
Jev · Choice
Is this ticket the same problem as the open case?
- same problem
- different problem
New: login loop on the mobile app after update. Open case: users stuck on the sign-in screen, iOS 19.
Noul · same problem 0.84
The flow
One new ticket, checked against the open ones.
Arrives
A new case opens
In Service Cloud, from any channel.
Candidates
Search finds likely matches
Search or embeddings pull the open cases that look close.
Jev decides
Same problem or different
One answer per candidate, with a probability.
Who acts
Linked, or worked as new
Matches above the line join the open case. Unsure pairs go to a person.
The job
What has to be true.
Act at 0.90 confidence or higher. Below that, a person or a larger model.
The figure
Builder's figure. Not reproduced by us.
Pattern (gradually.ai 'check whether cases are duplicates')
www.gradually.ai/en/jev-use-cases/Write your house rules into the request. When rules were left out, Jev got 5 of 24 right with high confidence (Huryn). Validate thresholds on labelled samples.
Who runs it
Who would run this, and what changes.
Example
IT service desk manager, Dubai hospital group
Today: After an app update, staff across wards report the same login loop. Each ticket is worked on its own.
After: New tickets about the same fault join the open case. The desk fixes it once.
IT service desksExample
Support manager, Riyadh SaaS company
Today: Customers raise a ticket, then raise it again by email when the first reply is slow.
After: The second ticket is matched to the first. The customer gets one answer, not two.
Tickets and SLAs in Mindcat Desk
The brief
Name the decision your team makes a thousand times a day.
We read the process and write down where Jev fits, where it does not, and where the line sits.