Announcing the general availability of similar tickets for agents

Announced on | Rollout starts | Rollout ends
April 8, 2025 | April 8, 2025 | April 11, 2025

Zendesk is excited to announce that the similar tickets feature is moving from an early access program (EAP) to general availability (GA) for all customers with Agent copilot.

Similar tickets allows agents to resolve tickets faster by displaying similar past tickets and their resolutions. Additionally, Zendesk is renaming merge suggestions in the context panel to related tickets. Related tickets in the context panel includes both similar tickets and merge suggestions.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

The similar tickets feature, which was in an EAP, is now generally available to all customers with Agent copilot.

Previously, agents would have to manually search for past tickets that might be relevant to the issue they were handling. This process was slow, inconsistent, and dependent on individual agents' experience, leading to inefficiencies and delays in resolving customer issues.

Now, agents can access similar tickets from the search bar in Support and the related tickets section in the context panel.

In the context panel in the Agent Workspace, the merge suggestions section has been renamed to related tickets. Related tickets includes both similar tickets and merge suggestions so that agents can track relevant ticket relationships at a glance.

Why is Zendesk making this change?

Similar tickets allow agents to resolve issues faster by leveraging previous solutions.

What do I need to do?

The similar tickets feature and the new related tickets section in the context panel are available to all customers with the Copilot add-on.

To learn more, see Finding tickets similar to the current ticket.