In customer support, speed and accuracy matter more than anything else. When a new ticket comes in, your team shouldn’t have to waste time reinventing the wheel. That’s where HelpDesk’s “Show similar tickets” feature comes in — a smart, AI-powered tool that instantly surfaces past cases similar to the one you’re working on.
By leveraging proven solutions, your agents can resolve issues faster, stay consistent across conversations, and deliver an exceptional customer experience.
HelpDesk
What Is the “Show Similar Tickets” Feature?
The Show similar tickets option automatically scans your resolved and closed tickets from the last 180 days. Instead of relying on simple keywords, HelpDesk uses advanced AI embeddings to understand the meaning and context of tickets.
That means agents don’t just get random keyword matches — they see genuinely relevant cases that share the same problem patterns as the one they’re handling.
Why It Matters for Support Teams
Here’s why this feature is a game-changer:
- Save Time ⏱ — Similar cases appear right in the ticket details panel, so no more manual searching.
- Stay Consistent ✅ — Agents can reuse successful responses for a uniform customer experience.
- Leverage Team Knowledge 💡 — Collective solutions from the past are always just a click away.
- Get Smarter Over Time 📈 — As more tickets are closed, the AI delivers even more accurate suggestions.
How to Use It Step by Step
- Open a ticket in HelpDesk.
- Scroll to the “Show similar tickets” section in the details panel.
- Browse the list of related tickets automatically suggested by the AI.
- Click a ticket to view its resolution.
- Use the insights to reply faster and more effectively.
That’s it — no training required, no complex setup.
FAQs About “Show Similar Tickets”
What if no suggestions appear?
This usually happens when there aren’t enough past tickets to compare. As your team resolves more cases, similar ones will start showing up.
Can I filter or edit the results?
Not yet. The AI chooses the most relevant matches automatically, and accuracy improves as your ticket history grows.
How precise are the matches?
Because the system is based on context and meaning (not just keywords), you’ll see high-quality suggestions that get better over time.
Pair It with Other AI Tools in HelpDesk
To get the most out of your support workflow, you can combine Show similar tickets with other HelpDesk AI features:
- AI-powered tag suggestions for effortless categorization.
- Ticket summaries (currently in beta) to quickly grasp long conversations.
Together, these features transform HelpDesk into a powerful productivity hub for your support team.
Final Thoughts
The Show similar tickets feature in HelpDesk helps your team resolve issues faster, deliver consistent answers, and make better use of your support history.
It’s more than just a time-saver — it’s a way to scale customer service quality as your ticket volume grows.
HelpDesk
👉 Try out HelpDesk’s Show similar tickets today and see how much smoother your support workflow becomes.
