Announcement on | Rollout on |
January 9, 2025 | January 9, 2025 |
We're thrilled to announce that the similar tickets and merging suggestions features are now segmented by brand. This means an agent will see similar tickets and merging suggestions only for tickets in the same brand as the base ticket the agent is working on.
These features are available with the Advanced AI add-on.
This announcement contains the following topics:
What’s changing?
Similar tickets and merging suggestions must always be in the same brand as the base ticket the agent is working on.
Why is Zendesk making this change?
You might use multiple brands to represent different sub-companies or brands of your business that are managed independently. Because of this, you might not want AI suggestions to include tickets or context from other brands.
What do I need to do?
There’s no action required of you. Starting now, similar tickets and merging suggestions will always be from the same brand as the base ticket the agent is working on.
For more information on similar tickets, see Turning on similar tickets (EAP) and Finding tickets similar to the current ticket (EAP).
For more information on merging suggestions, see Turning on merging suggestions and Merging related tickets based on suggestions.
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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