Announcing improvements to the similar tickets EAP

Announced on | Rollout on
April 1, 2025 | April 1, 2025

Zendesk is introducing an improvement that makes the similar tickets early access program (EAP), available to customers using the Copilot add-on, easier to use based on your feedback.

Similar tickets are now available in the new Related Tickets panel in the context panel. For EAP participants, Related Tickets is replacing the previous Merge Suggestions panel. Both similar ticket and merge suggestions are available from Related tickets, helping agents resolve issues more quickly from a unified experience.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Currently, similar tickets is available from the search tool in the Agent Workspace. When using the search dropdown, it can be difficult to browse the full list and evaluate how the tickets can help the agent resolve the current conversation.

While similar tickets will still be available from the search tool, agents can now also access similar tickets from the new Related Tickets panel.

All AI-recommended related tickets appear in this panel, allowing agents to view merge suggestions and similar tickets from a single location. A suggestion count badge also appears on the panel, indicating the total number of suggestions.

With both AI-powered capabilities available in a unified experience, agents can get the help they need more quickly and deliver faster resolution times and enhanced CSAT scores.

Why is Zendesk making this change?

This change makes the similar tickets feature more intuitive. With the release of agent copilot, Zendesk’s AI-powered capabilities are now infused throughout the agent experience. During the similar tickets EAP, we’ve learned we can make it easier and faster to reference similar tickets, as well as let the agent know when similar tickets aren’t available.

What do I need to do?

If you're enrolled in the similar tickets EAP, we recommend that you inform your agents of this change because it's happening immediately. To learn more, see Finding tickets similar to the current ticket (EAP).

If you're not enrolled in the similar tickets EAP, but are using agent copilot, note that this will be the experience going forward when the similar tickets feature is released to GA.