Turning on similar tickets

The similar tickets feature lets agents see a list of similar tickets to the ticket they’re currently working on. By seeing how similar issues were addressed, agents are able to solve tickets more efficiently.


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The similar tickets feature helps you find related tickets to the one you're working on, using AI to boost efficiency. It considers factors like intent, entity matching, and time decay to ensure relevance. Admins can enable or disable this feature and control group access. This feature excludes live chat, native messaging, social messaging, and voice channels, and works best with over 50 tickets.




The similar tickets feature lets agents see a list of similar tickets to the ticket
they’re currently working on. By seeing how similar issues were addressed, agents are
able to solve tickets more efficiently.
The similar tickets feature works with the languages listed here.
This article contains the following topics:

About similar tickets
Turning similar tickets on or off

Related articles:

Finding tickets similar to the current
ticket



About similar tickets

Similar tickets uses generative AI to identify tickets that are considered similar to
the one the agent is currently working on. When similar tickets are identified, they
appear in the Agent Workspace.
The similar tickets feature supports tickets created across all channels except for
live chat, native messaging, social messaging, and voice channels. This feature
takes all historic tickets in your account into consideration. However, your deleted
tickets aren't evaluated.
For the best performance, it's recommended that you have at least 50 tickets in your
account. This feature performs better with a larger dataset.
To be considered similar, tickets must:

Be in the same brand.
Be in a status of Solved or Closed.
Share a significant number of keywords in at least 10 other solved or closed
tickets.

If these conditions aren’t met:

In the Agent Workspace search bar, no Similar tickets header
appears.
In Related tickets in the context panel, no tickets appear in the Similar
resolved tickets list.

Additionally, to increase the relevance of similar tickets, the system considers the
following additional factors:


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.



Turning similar tickets on or off

Admins can turn similar tickets on or off in Admin Center and choose which groups
have access. By default, this feature is turned on.
To turn similar tickets on or off



In Admin Center, click
AI in the sidebar, then select Agent copilot > Suggestions.

Select Show similar tickets.

In the Who has access field, search for and select the groups that
should be able to use the similar tickets feature. By default, all groups
have access.
Click Save.