The Similar Tickets feature helps agents resolve tickets faster by automatically suggesting past, resolved tickets that are contextually similar to the one they’re working on. This provides agents with quick access to relevant resolutions, eliminating the need for manual searches of ticket history.

Using similar tickets, you can:

• Reduce resolution time by surfacing relevant past cases instantly
  
  
• Maintain consistency in how similar issues are handled
  
  
• Empower new agents by giving them access to proven resolutions
  
  
• Cut down manual searches for past tickets with matching subjects or issues

How to Enable Similar Tickets

To enable similar tickets,

1. Log in as an Admin.
2. Go to Admin > Freddy > Similar tickets suggester

3. Toggle the switch ON to enable the feature.
4. The pop-up that appears discusses your data that could be processed outside your geographical area. Click Accept and Activate.

5. An Activation in Progress tag will appear near the Similar Tickets suggester toggle until the feature is fully operational. Hover over this tag to see the activation date.

6. You will be notified in Freshdesk when Similar Tickets is ready to use. The Similar Tickets suggester toggle will also be enabled, with the tag changed accordingly.

Note:

1) Once the Similar Tickets Suggester is enabled, Freshdesk will automatically ingest or pull in up to 6 months' worth of resolved tickets (or 120,000 tickets, whichever is smaller).

2) Once ingestion is complete, daily updates begin automatically to keep the data current.

Using similar tickets

Once the feature is enabled and ready to use

1. You can access Similar Tickets under Freddy Suggestions in the ticket details page

2. Click Similar tickets to see past resolved tickets open up in the right overlay. You can click on a ticket to read the summary of the issue description and resolution provided. You will also see the following information:
   1. Confidence score: This indicates how closely the past ticket matches the current one. A higher score means greater relevance.
      
      
   2. Agent – The agent who resolved the previous ticket.
      
      
   3. Group – The team or group that handled the ticket.
      
      
   4. Closed – The date when the ticket was resolved and closed.
      
      
   5. Status – The final state of the ticket (e.g., Resolved, Closed).
      
      
   6. CSAT score – The customer satisfaction rating given after resolution, helping gauge the effectiveness of the past response.

3. Click the arrows at the top to view the next similar ticket. You can also click on the ticket ID to open the ticket and view the entire thread.

FAQs

1. How long does ingestion take?

Ingestion takes from 2 to 5 days.

2. Is there a threshold for the number of tickets in the helpdesk for the Similar tickets feature to be activated?

No, the accuracy of the suggested tickets would be low if there are fewer tickets, and it gradually increases as the number of tickets for Freddy AI to review increases. We recommend a minimum of 5,000 tickets for higher accuracy.