The similar tickets feature 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.

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The similar tickets feature helps you find related tickets to the one you're working on, using AI to boost efficiency. It considers factors like intent, entity matching, and time decay to ensure relevance. Admins can enable or disable this feature and control group access. This feature excludes live chat, native messaging, social messaging, and voice channels, and works best with over 50 tickets.

The similar tickets feature 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.

The similar tickets feature works with the languages listed here.

This article contains the following topics:

  • About similar tickets
  • Turning similar tickets on or off

Related articles:

  • Finding tickets similar to the current ticket

About similar tickets

The similar tickets feature helps agents find previously solved tickets that may help them resolve the current ticket. The feature uses keyword and semantic matching to find tickets with exact terms, such as product names or error codes, and tickets about the same issue described using different words. To find suggestions, it considers the current ticket’s subject, description, and first meaningful comments. When similar tickets are identified, they appear in the Agent Workspace.

Similar tickets suggests tickets that were solved or closed within the previous 90 days. This helps agents find solutions that reflect your current products, workflows, and policies.

The similar tickets feature supports tickets created across all channels.

For the best performance, it's recommended that you have at least 50 tickets in your account. This feature performs better with a larger dataset.

To be considered similar, tickets must:

  • Be in the same brand.
  • Be in a status of Solved or Closed.

    Your deleted tickets aren't evaluated.

  • Share a significant number of keywords in at least 10 other solved or closed tickets.

If these conditions aren’t met:

  • In the Agent Workspace search bar, no Similar tickets header appears.
  • In Related tickets in the context panel, no tickets appear in the Similar resolved tickets list.

Turning similar tickets on or off

Admins can turn similar tickets on or off in Admin Center and choose which groups have access. By default, this feature is turned on.

To turn similar tickets on or off

  1. In Admin Center, click AI in the sidebar, then select Agent copilot > Suggestions.
  2. Select Show similar tickets.

  3. In the Who has access field, search for and select the groups that should be able to use the similar tickets feature. By default, all groups have access.
  4. Click Save.

Keyword matching is available immediately after similar tickets is turned on. Semantic matching can take from a few hours to one week to become fully available. During this time, agents might see more relevant suggestions as the feature processes recent ticket history.

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