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.
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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.
Additionally, merging suggestions are shown only if the tickets are in the same brand.
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.
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. By default, this feature is turned on.
To turn merging suggestions on or off
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent
copilot. - In the Suggestions section, select or deselect Suggest tickets to
merge, depending on whether you want the feature to appear for
agents.
- Click Save.