We are working on a client project where the clients create issues for us. And we're trying to understand if there are any duplicated issues. We are currently using JQL and trying to find similar tickets using some keywords used in the issue, but sometimes it works very poorly and our agents waste time solving the same case multiple times...
Do you know if there are any other options, how can we check this?
Two options come to my mind, besides the one you mentioned:
If you are on Cloud and adding a branch in Jira Automation, you can select "Branch rule / related issues" and then "Similar issue description". This allows you to find similar issues by defining the degree of similarity you're looking for.
Another option would be to export the issues as Excel or CSV and use the features of Excel to find duplicates or similar keywords.
Hope this helps!
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