The similar ticket feature enables you to see a list of similar tickets in the Agent Workspace from either Related tickets in the context panel or the search bar. By seeing how similar issues were addressed, you can solve tickets more efficiently.
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In the Agent Workspace, similar tickets appear in Related tickets in the context panel and the search bar when you’re working on a ticket.
Related tickets in the context panel contains both merge suggestions and similar tickets to help you track relevant ticket relationships at a glance.
To view similar tickets from Related tickets in the context panel
- In the Agent Workspace, open any ticket.
- Click the Related tickets icon (
) in the context panel. If a number appears on the icon, it means there are merge suggestions and similar tickets recommended. The number indicates the combined number of related tickets and is removed after you view the recommendations.
- Hover over a ticket in either the Merge suggestions or Similar
resolved tickets section in the panel for a preview of the
suggestion.
- Optionally, take one of the following actions:
- Under Similar tickets, click a ticket suggestion to open the
ticket and review how the similar issue was addressed.
If you view a similar ticket, you can view its summary at the top.
- Under Merge suggestions, select the checkbox of a ticket to merge the ticket into the current ticket. See Merging related tickets based on suggestions.
- Under Similar tickets, click a ticket suggestion to open the
ticket and review how the similar issue was addressed.
To view similar tickets from the search bar
- In the Agent Workspace, open any ticket.
- Click the search icon (
) in the upper-right of the top toolbar. - Click the Tickets filter.
The Similar tickets header shows you any tickets related to the ticket you’re currently working on, if applicable. Similar tickets show up only until you start entering search terms, and reappear if you delete your search terms.
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