How to resolve similar Jira issues in bulk

How can you manage Jira incidents smarter and eliminate the tedious work agents must do when handling many duplicate tickets? And how to keep your queue in order when duplicate issues flood you? If yes, you better keep reading! This use case is perfect for you.

How to merge duplicate Jira issues – merging issues and bulk actions

Your app has a global crash. As an admin, you are already aware of it, and you’re just waiting for hundreds of customer tickets. How to prepare your team better for it, and how not to wait passively but start acting while still in the bud? 

The flow – 3 steps you should take 

1. Create an auto-merge rule that will merge all tickets about the same bug at the moment of their creation. 
2. Create an announcement banner at the portal with information that you’re already aware of the bug and your team is working on it. This will stop more people from submitting another ticket. 
3. Agents will receive one target issue with the others linked. Then they can manage incidents in bulk to answer to all involved reporters and change all statutes at once. 

Why is it worth it? – benefits of merging duplicate Jira issues

• A clean, orderly, structured, and transparent queue: Instead of tens of duplicate Jira tickets, you get one to resolve. The view is clear, and the agent won’t miss anything. 
• Effective agents with shorter SLA: Agents can focus on ticket resolution instead of answering every reporter. It will speed up meeting SLA.
• Well-informed customers at short notice: Customers don’t have to wait hours or days to get an answer. Agents can manage all involved reporters at once.
• Less tedious work, more real actions: Less copying text, more ticket resolving!
  
  

Solution and tools you need

Native functionalities in Jira Service Management: 

• customer portal 
• service desk queues

Apps: 

• Issue Merger for Jira 
  • creating auto-merge rule 
  • managing all involved reporters in bulk 
• Feature Bundle for Jira Service Management
  • displaying customizable announcements on the portal

Hosting: 

This use case is based on Cloud. Let us know if you want us to develop this feature further on Data Center.

🎥 Watch a step-by-step configuration video.