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Issue Duplication Detection Rate

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What is Issue Duplication Detection Rate?

Issue Duplication Detection Rate (IDDR) is a metric used in Professional Service Automation (PSA) to measure the efficiency of a system in identifying and flagging duplicate issues or tickets.

In the context of PSA, it’s crucial to avoid working on the same issue multiple times, as it can lead to wasted resources and decreased client satisfaction. By having a high IDDR, companies can ensure that their teams are working more efficiently and not redundantly.

Importance of Issue Duplication Detection Rate

In the realm of PSA, time is money. Every minute spent on redundant tasks is a minute that could have been used more productively elsewhere. A high IDDR ensures:

1. Resource Optimization: Avoids wasting time and resources on duplicate issues.

2. Enhanced Client Satisfaction: Clients don’t appreciate being billed for the same task twice or facing delays due to internal inefficiencies.

3. Improved Workflow: Teams can focus on new challenges rather than revisiting old ones.

4. Financial Efficiency: Reduces unnecessary costs associated with duplicate work.

Importance of Issue Duplication Detection Rate

Calculating Issue Duplication Detection Rate


IDDR = (Number of Duplicate Issues Detected/Total Number of Issues Submitted) × 100


Let’s say in a month, a company receives 1000 tickets and detects 150 as duplicates. Using the formula:


This means the system successfully detected 15% of issues as duplicates.

Issue Duplication Detection Rate vs Other Metrics

While IDDR is crucial, it’s just one of many metrics in PSA. For instance:

1. Issue Resolution Time: Measures the average time taken to resolve an issue.

2. Client Satisfaction Score: A metric indicating client happiness with the service provided.

3. Ticket Volume: The number of tickets or issues received in a given period.

It’s essential to understand that while a high IDDR is beneficial, it should be balanced with other metrics to ensure overall efficiency and client satisfaction. For instance, a high IDDR with a low Client Satisfaction Score might indicate that while duplicates are detected, the original issues aren’t resolved satisfactorily.

Metric Description Importance in PSA
Issue Duplication Detection Rate Percentage of duplicate support tickets detected Helps reduce redundant work and improve efficiency.
First Response Time Time taken to respond to a customer query Affects customer satisfaction and service quality.
Ticket Resolution Time Time taken to resolve a support ticket Impacts service efficiency and customer experience.
Customer Satisfaction (CSAT) Score Measure of customer contentment with service Indicates overall service quality and success.

Application of Issue Duplication Detection Rate

IDDR is applied in various ways:

1. Ticketing Systems: Modern ticket management software often have built-in mechanisms to detect and flag duplicate issues.

2. Feedback Loops: By analyzing IDDR, companies can identify common issues leading to duplicates and address them at the source.

3. Resource Allocation: High IDDR can indicate a need for better training or resource management to ensure staff can identify and avoid redundant tasks.

Ready to Optimize Your Issue Duplication Detection Rate?

KEBS, a leading PSA software, offers tools to enhance your IDDR. With its advanced algorithms and user-friendly interface, KEBS ensures that your team works efficiently, avoiding duplicate issues. KEBS uses advanced algorithms to flag potential duplicates, ensuring your team doesn’t waste time on redundant tasks.

KEBS seamlessly integrates with other business systems, ensuring a holistic approach to issue management. With every ticket processed, KEBS learns and improves, ensuring a higher IDDR over time.

KEBS Ticket Management

Ready to optimize your Issue Duplication Detection Rate and streamline your PSA processes? Contact us today or get a firsthand experience with a demo.

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