Finding tickets similar to the current ticket

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<p id="docs-ai-summary-content">The similar ticket feature helps you find related tickets in the Agent Workspace, allowing you to address issues by reviewing past solutions. Access similar tickets through the Related tickets icon in the context panel or the search bar. This feature supports most channels, except live chat, native messaging, social messaging, and voice, and works with multiple languages.</p>
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<p class="p">The similar ticket feature enables you to see a list of similar tickets in the Agent
Workspace from either Related tickets in the context panel or the search bar. By seeing
how similar issues were addressed, you can solve tickets more efficiently.</p>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_similar_tickets__ul_wb3_y5h_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8036381366426" target="_blank">Turning on similar tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8044075423514" target="_blank">Turning on merging suggestions</a></li>
</ul>
<p class="p">In the Agent Workspace, similar tickets appear in Related tickets in the context panel.
To help you track relevant ticket relationships at a glance, the Related tickets panel
also displays <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6885971957914" target="_blank">merge suggestions</a>.</p>
<p class="p">Additionally, you can access similar tickets from the search bar when you're working on a
ticket and want to quickly access tickets that are similar.</p>
<p class="p">The similar tickets feature supports tickets created across all channels except for live
chat, native messaging, social messaging, and voice channels. This feature works with
the languages listed <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01K20KZB81EQ78Y0QKD2P1G2S4" target="_blank">here</a>.</p>
<p class="p"><strong class="ph b">To view similar tickets from Related tickets in the context panel</strong></p>
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<ol class="ol" id="zug_ai_similar_tickets__ol_ing_zh3_s2c">
<li class="li">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Agent Workspace</a>, open any ticket.</li>
<li class="li">Click the <strong class="ph b">Related tickets</strong> icon (<img class="image" id="zug_ai_similar_tickets__image_oph_b33_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_related_tickets_context_panel_icon.png" width="24">) in the context panel. <p class="p">If a number appears on the icon, it
means there are merge suggestions and similar tickets recommended. The
number indicates the combined number of related tickets and is removed after
you view the recommendations.</p>
</li>
<li class="li">Hover over a ticket in either the <strong class="ph b">Merge suggestions</strong> or <strong class="ph b">Similar
resolved tickets</strong> section in the panel for a preview of the
suggestion.<p class="p"><img class="image img-screenshot" id="zug_ai_similar_tickets__image_hbz_fm3_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_similar_ticket_hover_preview.png" width="600"></p>
</li>
<li class="li">Optionally, take one of the following actions:<ul class="ul" id="zug_ai_similar_tickets__ul_xxw_rm3_s2c">
<li class="li">Under <strong class="ph b">Similar tickets</strong>, click a ticket suggestion to open the
ticket and review how the similar issue was addressed.<p class="p">If you view a
similar ticket, you can view its <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037649972634#topic_dww_vl1_xcc" target="_blank">summary at the
top</a>.</p>
</li>
<li class="li">Under <strong class="ph b">Merge suggestions</strong>, select the checkbox of a ticket to
merge the ticket into the current ticket. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6885971957914" target="_blank">Merging related tickets based on
suggestions</a>. </li>
</ul>
</li>
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<p class="p"><strong class="ph b">To view similar tickets from the search bar</strong></p>
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<ol class="ol" id="zug_ai_similar_tickets__ol_wxx_cvh_xcc">
<li class="li">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Agent Workspace</a>, open any ticket. </li>
<li class="li">Click the search icon (<img class="image" id="zug_ai_similar_tickets__image_ipn_gvh_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png">) in the upper-right of the top toolbar. </li>
<li class="li">Click the <strong class="ph b">Tickets</strong> filter. <p class="p">The <strong class="ph b">Similar tickets</strong> header shows you
any tickets related to the ticket you’re currently working on, if
applicable. Similar tickets show up only until you start entering search
terms, and reappear if you delete your search terms.</p>
<p class="p"><img class="image" id="zug_ai_similar_tickets__image_ixr_yth_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_similar_tickets_search.png" width="600"></p>
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