Turning on merging suggestions for tickets

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<p id="docs-hc-snippet" style="display: none;">The merging suggestions feature 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.</p>
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<p id="docs-ai-summary-content">You can turn on merging suggestions to help agents spot related tickets from the same requester in the context panel, based on tickets created within two weeks before or after the current one and in the same brand. Admins can control which groups can use this Copilot feature, and agents can use the suggestions to merge duplicate or related tickets into the open ticket.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Merging suggestions are available on Suite and Support Professional
plans and above, with a usage allowance that resets monthly. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10269211633050#topic_ydw_1rx_23c" target="_blank">Understanding monthly Copilot allowance
usage</a>.</div>
<p class="p">The merging suggestions feature 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.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zug_ai_merging_suggestions__ul_lwh_fsh_xcc">
<li class="li"><a class="xref" href="#topic_flp_hqh_xcc">About merging suggestions</a></li>
<li class="li"><a class="xref" href="#topic_glp_hqh_xcc">Turning merging suggestions on or off</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_merging_suggestions__ul_u2r_fsh_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6885971957914" target="_blank">Merging related tickets based on
suggestions</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_flp_hqh_xcc">
<h2 class="title topictitle2" id="ariaid-title2">About merging suggestions</h2>
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<p class="p">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. </p>
<p class="p">For example, if a requester 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 the requester's tickets from the 25th and 28th. </p>
<p class="p">Additionally, merging suggestions are shown only if the tickets are in the same
brand.</p>
<p class="p">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. </p>
<p class="p">For more information on the agent workflow, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6885971957914" target="_blank">Merging related tickets based on suggestions</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_glp_hqh_xcc">
<h2 class="title topictitle2" id="ariaid-title3">Turning merging suggestions on or off </h2>
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<p class="p">Admins can turn merging suggestions 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 merging suggestions on or off</strong></p>
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<ol class="ol" id="topic_glp_hqh_xcc__ol_idk_ssh_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_glp_hqh_xcc__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">Suggest tickets to merge</strong>.<p class="p"><img class="image img-screenshot" id="topic_glp_hqh_xcc__image_ogm_pqp_nhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_merge_suggestions_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 merging suggestions feature. By default, all
groups have access.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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