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Similar Tickets

Past resolved tickets that look like the current one, so the agent can see what worked before. Match is semantic, not keyword - a ticket about "laptop won't boot" surfaces past tickets about "MacBook stuck on Apple logo" because the meaning is close, not because the words match.

Similar Tickets panel showing a scrollable list of past resolved tickets. Each card has a ticket ID, a match percentage badge (e.g. 91% Match), date, subject, and a truncated Resolution Note with a Read More link

What the agent sees​

A scrollable list of ticket cards, ordered by match percentage (highest first). Only resolved tickets show up - the point is to see how something was fixed, not to wade through other open tickets.

Each card has:

  • Ticket ID - clickable, opens the past ticket in a new tab
  • Match percentage - e.g. "91% Match"
  • Date - when the past ticket was resolved
  • Subject line
  • Resolution Note - truncated. A Read More link expands the note in place.

How matching works (MVP)​

For the first version, similarity is semantic - based on the subject and description of the current ticket compared to those of past resolved tickets. Notes, custom fields, and metadata don't factor in yet. They will in later versions.

When it refreshes​

On every public note (agent or user) and on every ticket field update. As the ticket evolves, the match set evolves with it.

How it differs from the linked-tickets feature​

This panel is about finding past tickets that resemble the current one. The linked tickets feature in the main helpdesk is about declaring that two tickets are related and managing the relationship between them. Different jobs.