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Freshservice for MSP TABLE OF CONTENTS
- Prerequisites
- Overview of Similar Ticket Suggester
- Video walkthrough
- View similar tickets
- Similar ticket categories
- Related articles
Similar Ticket Suggester helps you identify tickets that closely match the current ticket. By reviewing similar open and resolved tickets, you can identify recurring issues, understand how similar problems were resolved, and take appropriate actions without manually searching your ticket history.
Prerequisites
Before you use Similar Ticket Suggester, ensure that the following:
You have access to Freddy AI Copilot.
Similar tickets are available in the same workspace and ticket type as the current ticket.
Overview of Similar Ticket Suggester
Support teams often receive multiple tickets describing the same or closely related issues. Reviewing previously reported tickets helps you identify recurring problems, understand their impact, and resolve new tickets more efficiently.
Similar Ticket Suggester uses AI to analyze the current ticket and compare it with historical tickets in your service desk. When similar tickets are found, they are displayed on the ticket details page. Similar Ticket Suggester helps you do the following:
Review previously resolved tickets to understand how similar issues were fixed.
Identify multiple open tickets that may indicate a widespread issue.
Take actions on unresolved tickets without leaving the current ticket.
Suggestions are generated only from tickets of the same type within the same workspace.
Video walkthrough
Watch the following video to learn how to use Similar Ticket Suggester.
View similar tickets
When you open a ticket, Similar Ticket Suggester automatically analyses the ticket and displays relevant recommendations.
To view similar tickets, follow these steps:
Open the required ticket.
On the ticket details page, click Resolved tickets, as shown in the image below. The Related tickets tab is displayed.
In the Related tickets tab, review the Similar tickets suggested section.
Select either the Unresolved or Resolved tab to review the recommended tickets.
If required, perform the available actions on unresolved tickets, such as adding child tickets, reassigning tickets, or creating a problem record.
Similar ticket categories
Similar Ticket Suggester groups recommendations into the following categories.
Unresolved tickets
This section displays similar open tickets. Multiple unresolved tickets reported within the last seven days can indicate an ongoing issue affecting several users.
From this section, you can do the following:
Add the selected tickets as parent or child tickets.
Associate the selected tickets with a problem to investigate the underlying issue.
Reassign the selected tickets.
Merge the selected tickets into the current ticket.
Resolved tickets
This section displays similar tickets that have already been resolved. Review these tickets to understand how similar issues were resolved previously and apply the same approach, where appropriate, to the current ticket.