Turning on similar tickets (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 tickets feature, which is part of agent copilot, lets agents see a list of similar tickets to the ticket they’re currently working on. By seeing how similar issues were addressed, agents are able to solve tickets more efficiently.

This article contains the following topics:

• About similar tickets
• Turning similar tickets on or off

Related articles:

• Finding tickets similar to the current ticket (EAP)

About similar tickets

Similar tickets uses generative AI to identify tickets that are considered similar to the one the agent is currently working on. Where similar tickets appear depends on when you bought the Advanced AI add-on:

• If you bought Advanced AI on or after October 9, 2024, similar tickets appear in the Agent Workspace.
• If you bought Advanced AI before October 9, 2024, similar tickets appear in the Intelligence section of the context panel.

To be considered similar, tickets must:

• Be in a status of Solved or Closed.
• Share a significant number of keywords.

If these conditions aren’t met:

• In the Agent Workspace search bar, no Similar tickets header appears.
• In Intelligence, 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 turn similar tickets on or off in Admin Center. The exact setting location depends on when you purchased the Advanced AI add-on. By default, this feature is turned on.

(If you purchased Advanced AI on October 9, 2024 or later, or have already migrated to agent copilot) To turn similar tickets on or off

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent copilot.
2. In the Suggestions section, select or deselect Show similar tickets, depending on whether you want the feature to appear.

   

3. Click Save.

(If you purchased Advanced AI before October 9, 2024 and haven’t migrated to agent copilot) To turn similar tickets on or off

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.
2. Under the Intelligence heading, select or deselect the Similar tickets option as desired.