What is the Similar tickets EAP?

Is there any option or anything on the roadmap to enable to contain looking for similar tickets within brand?

We have several brands, most of which are quite different in their setup & operating processes. Right now it is not possible to see which brand the suggested "Similar ticket" is registered against without opening it, this then is another click or two. The ability to see this this with the brand logo on the intelligence panel or something would really help. Likewise to be able to limit the scope to ticket brand would also help.

Thanks!

Hi there!

I have enabled the feature but we don't seem to get any suggestions, is that only for newly created tickets?

Hi, our customers are experiencing that AI suggests similar tickets from different products. Is it on the roadmap to add editable guidelines that include areas such as products and brands as mentioned above?

Hi @jakub14 and team,

This feature could be a great addition to the AI suite of features included in the AI add-on and I hope to see expansion on the concept/capabilities. Our teams have been testing this EAP for a month+ in a high ticket volume instance. I've collated some of our user pain points and my recommendations as an admin below.

Pain points

1. Too few new ticket examples with any Similar Tickets found. Our teams are seeing little value-add and therefore losing confidence in the feature, reducing adoption & utilization. 
2. Qualifying criteria is too restrictive and should be configurable by Admins.
3. Problem/Incident ticket workflows are excluded from this feature until the Problem is solved, as placing Incident tickets On-Hold while the Problem is addressed (the native workflow) removes the incidents as qualified tickets.

Recommendations

• Make all qualifying criteria points configurable by admins (e.g. set which statuses are included, change number of keywords that must match, adjust confidence requirement from high to medium)
• Display Similar Tickets that meet some but not all qualifying criteria, e.g. show results for lower confidence intent matches like with Macro suggestions in the Intelligence context panel
• If the qualifying criteria must remain restrictive/locked to the prescribed config by Zendesk, incorporate the Problem/Incident workflow that revolves around placing Incidents On-hold instead of solving individually. These incident tickets can remain On-hold for extended periods of time depending on workflow and represent a missed opportunity to intelligently suggest them as Similar Tickets on new incoming tickets, which could help large-scale teams quickly identifying a new ticket as belonging to a known problem.

I wholeheartedly agree with Sheldon, every point made is valid and reinforced by my experience. 

I believe the new feature is great and will help us resolve more tickets that agents are unfamiliar with in a shorter amount of time. It should also reduce the number of questions agents need to ask a team lead when solving a case. I am looking forward to seeing how it helps us.

Hello, I'm seeing the ticket which I'm viewing displayed as one of the similar tickets, is this expected behaviour?

Are there any plans to extend the EAP to Native/Social messaging or is this in the longer term product roadmap?

Hi!

@james98 in the near term, would it work for you if the similar ticket recommendations shown were only from the same brand as the ticket that is open? Do you see any problem with this approach?

Thanks!

Hi @maría32 

Are you still facing issues? If so, what's the account we are talking about?

Thanks!

Hi @mai12 ,

What Zendesk field are you using to identify different products?

Thanks!

Hi @james171 ,

We expect to include messaging in the future roadmap yes.

Thanks.

@pedro27 
This would work in the near term, likewise an option to look at  tickets from the same product.

All of @sheldon12 points above would also be a great value add. 

Hi @james171 
Regarding this:
"Hello, I'm seeing the ticket which I'm viewing displayed as one of the similar tickets, is this expected behaviour?"

No, it's not. Should be fixed during the next 2 weeks max.

Thanks!

@pedro27 for this specific customer, they identify products by form. For others, it can be a drop-down ticket field.

@mai lena mondal the question I was asking was more to understand if there are any Zendesk attributes you think we could use to differentiate between tickets related to different products? (e.g. brand)

Thanks!

Hi @sheldon12 ,

Thanks for the feedback.

Some comments:
- we are already trying to address the ‘too few tickets examples’ scenario you mentioned (we should have news to share soon).
- we are also working to identify the main attributes we should use to filter similar tickets (in the future we might be able to pass some of this customization to the admin side - in exploration).

- regarding the problem/incident ticket workflows, I understand that your need is to give agents the ability to quickly identify tickets that share the same root cause/problem and were not yet identified by agents, correct?

Thanks!

Hi @pedro27, 
 

Great to see the attention and focus on improving Similar Tickets. 

The issue with Problem/Incident tickets and Similar Tickets is that by design, Zendesk's native Problem/Incident workflow encourages placing Incidents linked to a Problem in On Hold status. Once the Problem ticket is addressed, it can be solved with a comment to then auto-solve all linked Incidents.

Based on the qualifying criteria for Similar Tickets only including Solved/Closed tickets, an unresolved Problem and linked Incidents will never appear. 

This is a prime opportunity for Zendesk to flex the value of Similar Tickets as an improvement to the Problem/Incident identification and lifecycle. I recommend reading about Working with problem and incident tickets and discussing with the team how this can be incorporated into Similar Tickets. 

How do you report on usage/adoption?