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.

Where you see this list depends on when the Advanced AI add-on was purchased for your account.

This article contains the following topics:

• Viewing similar tickets in the Agent Workspace search bar
• Viewing similar tickets in Intelligence

Related articles:

• Turning on similar tickets (EAP)

Viewing similar tickets in the Agent Workspace search bar

Note: This section applies only if you purchased the Advanced AI add-on on or after October 9, 2024. If you purchased it before that date, see Viewing similar tickets in Intelligence instead.

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.

   

Viewing similar tickets in Intelligence

Note: This section applies only if you purchased the Advanced AI add-on before October 9, 2024 and haven’t migrated to agent copilot. If you purchased it on or after that date, see Viewing similar tickets in the Agent Workspace search bar instead.

In Intelligence, you can view tickets similar to the one you're currently working on.

To view similar tickets

1. In the Agent Workspace, open any ticket.
2. Click the Intelligence icon () to open the section.
3. Click the Similar tickets pane.
4. Click any of the tickets in the list to open the ticket in a new tab in Support.

   

5. (Optional) Click the thumbs up icon to indicate that the similar ticket is a helpful resource for the ticket you’re currently working on. Or, click the thumbs down icon if it’s not.