What It Does
When enabled, the agent can:- Search tickets by description and note content
- Find similar past issues
- Detect duplicate tickets — including ones whose summary was reworded, since it matches by meaning rather than keywords
- Identify how similar problems were resolved
- Support ticket merging and bundling workflows
Ticket data syncs from your PSA every 24 hours, so results may have up to a 24-hour lag. If the search finds nothing for a recent time window, the tool automatically runs a real-time query against your PSA — scoped to the same company and date range — so a just-created duplicate that hasn’t been indexed yet is still surfaced. No extra step is needed to catch same-day tickets.
Results return up to 20 tickets. To keep the whole set readable at once, each ticket’s summary is length-capped (long summaries are marked as truncated); when a match set would still be too large, the least-relevant tickets are trimmed with a note explaining how to narrow the search. The agent can always open a specific ticket to read its full content.
How to Use
Use this tool when you want the agent to:- Find similar tickets for merge candidates
- Look up how past issues were resolved
- Identify patterns in recurring problems