Turning on merging suggestions for tickets

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The merging suggestions feature helps you identify tickets that can be merged with the one you're working on, based on submissions by the same requester within a two-week window. You can merge these directly from the context panel, provided they belong to the same brand. Admins can enable or disable this feature and control group access through the Admin Center.




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.
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 and choose which groups
have access. 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 Suggest tickets to merge.

In the Who has access field, search for and select the groups that
should be able to use the merging suggestions feature. By default, all
groups have access.