Similar tickets are available on Premium and Enterprise plans.
This feature is in early access and may not be available to all eligible accounts yet.
What
Similar tickets is part of TeamworkAI and uses AI to surface previously resolved tickets related to the issue in your current ticket. This helps you learn from past conversations without searching manually.
Why
  • Find relevant past tickets faster.
  • Reuse proven responses and approaches.
  • Reduce duplicate effort when handling repeat questions.
Who
  • Agents can view similar tickets while working on a ticket.
When
Use similar tickets when you want to see how similar customer issues were handled in the past, especially for repeat or familiar requests.

Before you start

As part of TeamworkAI, Similar tickets uses AI to find related resolved tickets based on the content of the current ticket.
  • Only tickets that are closed or solved are included.
  • Up to five similar tickets may be shown.
  • Similar tickets are based on the topic and content of the ticket, not exact wording.

View similar tickets

When you open a ticket, similar tickets appear in the right-hand panel of the ticket view (when matches are available).
  • Each entry represents a previously resolved ticket related to the current issue.
  • You can review the ticket subject and details at a glance.

Open a similar ticket

You can open a similar ticket to review how the issue was handled.
  • Click a ticket in the Similar tickets panel.
  • The ticket opens in a quick view so you can review messages without leaving your current ticket.
  • You can copy content from the resolved ticket to help inform your reply.

Things to keep in mind

  • Only resolved tickets are shown, so responses have already been completed.
  • Similar tickets are suggestions and may not be an exact match for every situation.
  • You should always review the context before reusing any content.