Turning on similar tickets

The similar tickets feature, part of the agent copilot, uses AI to identify and display resolved tickets similar to the one you're working on, helping you address customer issues more effectively. It considers factors like intent and entity matching. Admins can enable or disable this feature in the Admin Center, enhancing your ability to find relevant solutions quickly.


The similar tickets feature, which is part of agent copilot, lets agents see a list of similar tickets to
the ticket they’re currently working on. By seeing how similar issues were addressed,
agents are able to solve tickets more efficiently.
This article contains the following topics:

About similar tickets
Turning similar tickets on or off

Related articles:

Finding tickets similar to the current
ticket



About similar tickets

Similar tickets uses generative AI to identify tickets that are considered similar to
the one the agent is currently working on. Similar tickets appear in the Agent Workspace.
The similar tickets feature supports tickets created across all channels except for
live chat, native messaging, social messaging, and voice channels. Additionally, the
feature works with the languages listed here.
To be considered similar, tickets must:

Be in the same brand.
Be in a status of Solved or Closed.
Share a significant number of keywords.

If these conditions aren’t met:

In the Agent Workspace search bar, no Similar tickets header
appears.
In Related tickets in the context panel, no tickets appear in the Similar
resolved tickets list.

Additionally, to increase the relevance of similar tickets, the system considers the
following additional factors:


Intent matching: Similar ticket candidates with a high-confidence intent match to the base ticket
receive a score boost. This prioritizes alignment with the “why” behind the
ticket (for example, refund request).

Entity matching: Similar ticket candidates with matching entities to the base ticket receive a
score boost. This prioritizes alignment with the “what” of the ticket (for
example, iPhone 15).

Time decay: Recent similar tickets are prioritized over older ones,
ensuring recommendations remain timely and relevant.

For example, say a user opens a ticket to upgrade their current subscription to a
higher-tier plan (called "Premium"). If there’s a high-confidence "Upgrade
subscription" intent and a defined entity for "Premium," agents can quickly access
similar tickets that share the same intent and entity. This allows them to
understand previous upgrade processes, review terms offered to other users, and
ensure a smooth transition for the user.



Turning similar tickets on or off

Admins can turn similar tickets on or off in Admin Center. By default, this feature
is turned on.
To turn similar tickets on or off



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

Select or deselect Show similar tickets, depending on whether you
want the feature to appear.

Click Save.