Announced on | Rollout starts | Rollout ends |
October 24, 2024 | October 24, 2024 | October 28, 2024 |
We're excited to announce key improvements to the similar tickets feature. You'll now experience better precision in similar ticket recommendations, along with more recommendations overall.
This announcement includes the following topics:
What's changing?
The similar tickets feature, currently in an early access program (EAP), has already garnered strong interest. The improvements in the recommendations' precision and the increase in overall number of recommendations were achieved by leveraging generative AI. We believe it will greatly enhance this feature's usefulness and adoption.
Additionally, we've made the similar tickets feature available to more customers by removing the requirement to have the intent prediction type turned on. This means that all customers with the Advanced AI add-on can now benefit from similar tickets without any extra setup.
Why is Zendesk making this change?
Based on your feedback, we recognized two key areas needing improvement: the precision and availability of similar ticket recommendations. You often noticed similar tickets existed but weren't seeing enough of them. When they did appear, they sometimes weren't useful due to the complexity and unstructured nature of the ticket content.
These enhancements are designed to support all agents across a wide range of tickets, from the simplest to the most complex, as well as from the most frequent to the rarest cases. Ultimately, we expect them to boost efficiency, reduce resolution times, and improve customer satisfaction.
What do I need to do?
If you've already signed up for the similar tickets EAP and turned similar tickets on, then no further action is necessary. This change will be automatically available after the rollout ends on October 28.
If you have the Advanced AI add-on but haven't yet signed up for the EAP, you can sign up for the EAP here. For more information on using the feature, see Finding tickets similar to the current ticket (EAP).
If you’re interested in the Advanced AI add-on, see Buying the Advanced AI add-on or contact your Zendesk account representative.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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