Turning on merging suggestions for tickets

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Add-on | Copilot

The merging suggestions feature, which is part of agent copilot, identifies tickets that could be merged with the ticket the agent is currently working on. These suggestions appear in the context panel within a ticket.

This article contains the following topics:

About merging suggestions

Turning merging suggestions on or off

Related articles:

Merging related tickets based on suggestions

About merging suggestions

Merging suggestions are available from Related tickets in the context panel. Based on the ticket an agent is viewing, the panel displays tickets submitted by the same requester two weeks before and after the current ticket was created.

For example, if Requester A submitted multiple tickets on the 25th, 26th, and 28th of the month, and an agent opened the ticket from the 26th, merging suggestions would show Requester A’s tickets from the 25th and 28th.

Additionally, merging suggestions are shown only if the tickets are in the same brand.

From the context panel, agents can merge tickets from the same requester. Merging tickets from the context panel follows the same rules as described in Merging tickets with one exception: When merging via the context panel, the selected tickets will be merged into the currently open ticket.

For more information on the agent workflow, see Merging related tickets based on suggestions.

Turning merging suggestions on or off

Admins can turn merging suggestions on or off in Admin Center. By default, this feature is turned on.

To turn merging suggestions on or off

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

Select or deselect Suggest tickets to merge, depending on whether you want the feature to appear for agents.

Click Save.