The similar ticket feature enables agents to see a list of similar tickets in the Intelligence section of the context panel when they are working on a ticket. By seeing how similar issues were addressed, agents are able to solve tickets more efficiently.
This article contains the following topics:
Understanding similar tickets
To see results in the Similar tickets pane in Intelligence, the current ticket must have an intent predicted and high intent confidence.
To be considered similar, tickets must:
- Share the same intent predicted by intelligent triage as the current ticket.
- Have a high intent confidence.
- Be in a status of Solved or Closed.
- Share a significant number of keywords.
If these conditions aren’t met, the Similar tickets pane header shows 0, and no tickets appear in the list.
The similar tickets feature supports tickets created across all channels except for live chat, native messaging, social messaging, and voice channels. Additionally, the feature works with the languages listed here.
Turning similar tickets on or off
Admins can control whether agents see similar tickets in Intelligence. By default, this feature is turned on.
To turn similar tickets on or off
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel. - Under the Intelligence heading, select or deselect the Similar
tickets option as desired.
Viewing similar tickets
In Intelligence, agents can view tickets similar to the one they’re currently working on. You can click View more to open the complete list of similar tickets in a new tab in Support.
To view similar tickets
- In the Zendesk Agent Workspace, open any ticket.
- Click the Intelligence icon (
) to open the section. - Click the Similar tickets pane, if it’s not already selected.
- Click any of the tickets in the list to open the ticket in a new tab in Support.