Similar Tickets

Similar Tickets brings useful ticket history into the conversation an agent is already handling. It searches the current Zendesk account, ranks related conversations, and displays the strongest matches directly in the ticket sidebar. Agents can review how similar incidents, questions, and customer issues were handled without leaving the ticket or guessing which search terms to use. Hovering over or focusing a result explains the meaningful signals behind that match. Administrators configure matching through readable visual controls rather than JSON. Named profiles can apply different strategies to different Zendesk ticket groups. Each profile can choose eligible statuses, a ticket age window, a minimum displayed match level, matching signals, organization behavior, phrase guidance, synonym groups, selected custom ticket fields, a resolved-ticket preference, and deterministic condition logic such as any, all, or at least X. Built-in presets provide useful starting points, while exact identifier recognition can surface shared reference and error codes without AI interpretation. Similar Tickets is intentionally lightweight: matching runs through Zendesk APIs inside the Zendesk-hosted app, with no matching calls to an external AI model, application server, or matching service. The app is advisory and does not merge tickets, change ticket fields, send replies, or automatically label tickets as duplicates.

Grown by LaPlante Management

This app was designed and developed by LaPlante Management, a Zendesk Advanced Implementation Partner and Partner of the Year.

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