Enabling Similar Tickets in Zendesk
How do I enable the similar tickets feature in Zendesk?
To enable the similar tickets feature in Zendesk, you need to be part of the early access program (EAP) and have the Advanced AI add-on. By default, this feature is turned on, but admins can control its visibility. To toggle it, go to the Admin Center, click on Workspaces in the sidebar, then select Agent tools > Context panel. Under the Intelligence heading, you can select or deselect the Similar tickets option as needed.
More related questions
What are the requirements for a ticket to appear in the similar tickets list?
For a ticket to appear in the similar tickets list, it must meet several criteria. The ticket should have an intent predicted with high intent confidence, share the same intent as the current ticket, and be in a Solved or Closed status….
How can agents view similar tickets in Zendesk?
Agents can view similar tickets in Zendesk by accessing the Intelligence section of the context panel. To do this, open any ticket in the Zendesk Agent Workspace, click the Intelligence icon, and then select the Similar tickets pane. You can click…
Which channels are supported by the similar tickets feature in Zendesk?
The similar tickets feature in Zendesk supports tickets created across all channels except for live chat, native messaging, and social messaging channels. This means that tickets from email, web forms, and other supported channels can be matched…
What happens if no similar tickets are found in Zendesk?
If no similar tickets are found in Zendesk, the Similar tickets pane header will display 0, indicating that no tickets meet the criteria to be considered similar. This can happen if the current ticket doesn't have a predicted intent with high…
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