| Announced on | Rollout on |
| February 26, 2025 | February 26, 2025 |
We're excited to share new updates to the similar tickets feature. Now, similar ticket results are boosted by shared intents and entity detection. This means agents are shown more relevant similar tickets, which helps them solve tickets faster.
This announcement contains the following topics:
What’s changing?
To increase the relevance of similar tickets, we’ve updated our search algorithm with the following improvements:
- Intent matching: Similar ticket candidates with a high-confidence intent match to the base ticket receive a score boost. This prioritizes alignment with the “why” behind the ticket (for example, refund request).
- Entity matching: Similar ticket candidates with matching entities to the base ticket receive a score boost. This prioritizes alignment with the “what” of the ticket (for example, iPhone 15).
- Time decay: Recent similar tickets are prioritized over older ones, ensuring recommendations remain timely and relevant.
For example, say a user opens a ticket to upgrade their current subscription to a higher-tier plan (called "Premium"). If there’s a high-confidence "Upgrade subscription" intent and a defined entity for "Premium," agents can quickly access similar tickets that share the same intent and entity. This allows them to understand previous upgrade processes, review terms offered to other users, and ensure a smooth transition for the user.
Previously, we relied solely on keywords from the user's first message, making our ability to find similar tickets dependent on how issues were phrased. With this update, we improve similarity precision anytime there’s an intent and/or entity match, ensuring more accurate and relevant recommendations.
Why is Zendesk making this change?
These updates increase the relevance of similar tickets by boosting results based on existing intents and entities. This means agents are more likely to see relevant results that help them solve tickets faster.
What do I have to do?
You don’t need to take any action. These enhancements will be automatically available from February 26, 2025 onwards to all Advanced AI customers enrolled into the similar tickets EAP. To learn more about how similar tickets work, see Turning on similar tickets (EAP).
While no action is required, for those looking to improve the precision of similar ticket recommendations, consider the following (if you haven’t already):
- Turn on intents: Ensure intents are activated to improve recommendation accuracy.
- Sign up for the custom intents EAP: This EAP allows you to tailor intents to align with your unique business needs for greater precision.
- Sign up for the entity detection EAP: This EAP allows you to identify unique information in ticket conversations to refine results.
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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