Turning on similar tickets

<p id="docs-hc-snippet" style="display: none;">
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.
</p>
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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.
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<div class="body">
<p class="p">
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.
</p>
<p class="p">
The similar tickets 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">This article contains the following topics: </p>
<ul class="ul" id="zug_ai_similar_tickets__ul_jm5_nwh_xcc">
<li class="li">
<a class="xref" href="#topic_vlg_33v_xyb">About similar tickets</a>
</li>
<li class="li">
<a class="xref" href="#topic_yfj_rwd_kbc">Turning similar tickets on or off</a>
</li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_similar_tickets__ul_bjd_nwh_xcc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6154115110170" target="_blank">Finding tickets similar to the current
ticket</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vlg_33v_xyb">
<h2 class="title topictitle2" id="ariaid-title2">About similar tickets</h2>
<div class="body">
<p class="p">
The similar tickets feature helps agents find previously solved tickets
that may help
them resolve the current ticket. The feature uses keyword and semantic
matching to
find tickets with exact terms, such as product names or error codes,
and tickets
about the same issue described using different words. To find suggestions,
it
considers the current ticket’s subject, description, and first meaningful
comments.
When similar tickets are identified, they
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6154115110170" target="_blank">appear in the Agent Workspace</a>.
</p>
<p class="p">
Similar tickets suggests tickets that were solved or closed within
the previous
90 days. This helps agents find solutions that reflect your current
products,
workflows, and policies.
</p>
<p class="p">
The similar tickets feature supports tickets created across all channels.
</p>
<p class="p">
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.
</p>
<p class="p">To be considered similar, tickets must: </p>
<ul class="ul" id="topic_vlg_33v_xyb__ul_rc1_m3v_xyb">
<li class="li">Be in the same brand.</li>
<li class="li">
Be in a status of Solved or Closed.
<p class="p">Your deleted tickets aren't evaluated.</p>
</li>
<li class="li">
Share a significant number of keywords in at least 10 other solved
or closed
tickets.
</li>
</ul>
<p class="p">If these conditions aren’t met:</p>
<ul class="ul" id="topic_vlg_33v_xyb__ul_lyr_zvh_xcc">
<li class="li">
In the Agent Workspace search bar, no
<strong class="ph b">Similar tickets</strong> header
appears.
</li>
<li class="li">
In Related tickets in the context panel, no tickets appear in
the
<strong class="ph b">Similar
resolved tickets</strong>
list.
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yfj_rwd_kbc">
<h2 class="title topictitle2" id="ariaid-title3">Turning similar tickets on or off</h2>
<div class="body">
<p class="p">
Admins can turn similar tickets on or off in Admin Center and choose
which groups
have access. By default, this feature is turned on.
</p>
<p class="p">
<strong class="ph b">To turn similar tickets on or off</strong>
</p>
<ol class="ol" id="topic_yfj_rwd_kbc__ol_vmd_xwh_xcc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_yfj_rwd_kbc__image_zkm_zg1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt; Suggestions</strong>.</span>
</li>
<li class="li">
Select <strong class="ph b">Show similar tickets</strong>.
<p class="p">
<img class="image img-screenshot" id="topic_yfj_rwd_kbc__image_tkw_3sp_nhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_similar_tickets_groups.png" width="600">
</p>
</li>
<li class="li">
In the <strong class="ph b">Who has access</strong> field, search
for and select the groups that should
be able to use the similar tickets feature. By default, all groups
have
access.
</li>
<li class="li">
Click <strong class="ph b">Save</strong>.
</li>
</ol>
<p class="p">
Keyword matching is available immediately after similar tickets is
turned on.
Semantic matching can take from a few hours to one week to become
fully
available. During this time, agents might see more relevant suggestions
as the
feature processes recent ticket history.
</p>
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