Finding tickets similar to the current ticket (EAP)

The similar tickets feature is currently in an early access program (EAP). You can sign up for the EAP here. You must have the Advanced AI add-on to use similar tickets.

The similar ticket feature enables you to see a list of similar tickets in either the Agent Workspace search bar or the Intelligence section of the context panel. By seeing how similar issues were addressed, you can solve tickets more efficiently.

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• Turning on similar tickets (EAP)

In the Agent Workspace, similar tickets appear in the search bar when you’re currently working on a ticket.

To view similar tickets

1. In the Agent Workspace, open any ticket.
2. Click the search icon () in the upper-right of the top toolbar.
3. Click the Tickets filter.

   The Similar tickets header shows you any tickets related to the ticket you’re currently working on, if applicable. Similar tickets show up only until you start entering search terms, and reappear if you delete your search terms.