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.
Search results come back up to 10 tickets at a time, most relevant first, each labelled highly, medium or low relevant. The real-time PSA query returns up to 20 tickets, newest first, without a relevance label. Low-relevance matches are left out unless the agent asks for them. The result says how many more matches there are at each relevance level, and the agent can ask for them without running the search again. Each ticket shows a short summary and its key details; the agent can open a specific ticket to read its full content.
A match is a lead, not proof. When an agent reads and writes your PSA through its API, before it merges or bundles a ticket onto a match, it reads that ticket’s description and its notes live from your PSA and checks that both describe the same issue, such as the same device, user, mailbox, error or outage. A shared word like “VPN” or a broad title like “Master Ticket VPN issues” is not enough. If the content does not confirm the match, the agent does not merge or bundle.
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