Turning on merging suggestions

You must have the Advanced AI add-on to use this feature.

The merging suggestions feature, which is part of agent copilot, identifies tickets that could be merged with the ticket the agent is currently working on. These suggestions appear in the context panel within a ticket.

This article contains the following topics:

• About merging suggestions
• Turning merging suggestions on or off

Related articles:

• Merging related tickets based on suggestions

About merging suggestions

Merging suggestions is a feature available in the context panel. Based on the ticket an agent is viewing, the panel displays tickets submitted by the same requester two weeks before and after the current ticket was created.

For example, if Requester A submitted multiple tickets on the 25th, 26th, and 28th of the month, and an agent opened the ticket from the 26th, merging suggestions would show Requester A’s tickets from the 25th and 28th.

From the context panel, agents can merge tickets from the same requester. Merging tickets from the context panel follows the same rules as described in Merging tickets with one exception: When merging via the context panel, the selected tickets will be merged into the currently open ticket.

Exactly where in the context panel merging suggestions appears depends on when you purchased the Advanced AI add-on:

• If you purchased Advanced AI on or after October 9, 2024, merging suggestions appears in the Merge suggestions section of the context panel.
• If you purchased Advanced AI before October 9, 2024 and haven’t migrated to agent copilot, merging suggestions appear in the Intelligence section of the context panel.

For more information on the agent workflow, see Merging related tickets based on suggestions.

Turning merging suggestions on or off

Admins can turn merging suggestions 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 or after October 9, 2024, or have already migrated to agent copilot) To turn merging suggestions 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 Suggest tickets to merge, depending on whether you want the feature to appear for agents.

   

3. Click Save.

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

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.
2. Select or deselect Merging suggestions, depending on whether you want the feature to appear in Intelligence.
3. Click Save.