Announcing improvements to the Copilot similar tickets feature

Announced on | Rollout on
August 19, 2026 | August 19, 2026

Zendesk is introducing an improved version of similar tickets, a feature in the Copilot add-on that helps agents find and reuse solutions from previously solved tickets.

The updated experience finds more relevant tickets across all languages and channels, helping agents resolve customer issues faster and with greater confidence.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Similar tickets now uses a hybrid retrieval model that combines keyword and semantic matching:

Keyword matching finds tickets with exact terms, such as product names and error codes.

Semantic matching finds tickets about the same issue even when the issue is described using different words.

The feature also considers the ticket subject, description, and first meaningful comments to understand the current issue. It suggests recently solved or closed tickets from the previous 90 days, helping agents find solutions that reflect your current products, workflows, and policies.

With this update, the similar tickets feature:

Supports all languages and channels.

Provides suggestions for more tickets.

Finds more relevant past solutions, including when customers describe similar issues differently.

Doesn't rely on intelligent triage topics or entity classification for ranking.

Doesn't rely on generative AI to find similar tickets.

Why is Zendesk making this change?

The improved similar tickets feature helps agents find relevant past solutions more consistently, including when customers describe the same issue differently or contact you through another language or channel. This helps agents resolve tickets faster and provide more consistent support.

What do I need to do?

No action is required if similar tickets is already turned on. Agents will see the improved suggestions automatically. Keyword matching is available immediately, while semantic matching can take from a few hours to one week to become fully available.

To learn more, see Turning on similar tickets.

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.