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The Find Similar Tickets action searches for tickets that are similar to the input ticket based on specified criteria. This helps in identifying related issues, potential duplicates, or recurring problems.
This action is valuable for quickly understanding the context of a new ticket by finding historically similar ones. It can aid in faster resolution by surfacing previous solutions, identifying if an issue is widespread, and preventing redundant work on duplicate tickets.

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Quick start

1

Add to ticket workflow

Add the action to workflows triggered by new tickets or when you need to find related historical context.
2

Choose similarity type

Select whether to find open tickets for the same company, same contact, or tickets with similar content.
3

Set search parameters

Configure how many tickets to find, how far back to look, and relevancy thresholds for content similarity.
4

Add follow-up actions

Use “Add Ticket Note” to document similar tickets found or conditional logic based on results.

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How it works

This action searches for related tickets through intelligent analysis:
  1. Analyzes input ticket - Reviews ticket content, company, and contact information
  2. Performs targeted search - Uses different search strategies based on similarity type selected
  3. Applies filtering - Filters results by date range, board/queue, and relevancy thresholds
  4. Removes duplicates - Excludes the input ticket itself and deduplicates results
  5. Provides summaries - Creates useful summaries of similar tickets found with links and context

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Setup

Similarity type: Choose what type of similar tickets to find:
  • Open tickets for the same company
  • Open tickets for the same contact
  • Tickets with similar content from the same company
Search settings:
  • Set how many similar tickets to find (up to 10 by default)
  • Choose how far back to look (90 days by default)
  • For content similarity, adjust the relevancy threshold (0.40 by default - higher means stricter matching)
Filtering (optional):
  • Limit results to specific PSA boards or queues
  • Focus on particular ticket types or categories

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What you get

After running, you’ll have a list of similar tickets that were found, detailed summaries of the matches for your team (including ticket links and last updated dates), and activity logs for your Event History.

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Common use cases

Catch when customers accidentally submit multiple tickets for the same issue by finding open tickets for the same contact.
Provide technicians with context from previously resolved similar issues within the same company to speed up resolution.
Identify recurring issues by finding tickets with similar content patterns across different time periods.

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Best practices

When using content similarity, test different thresholds. Too low might return irrelevant tickets, too high might miss genuinely similar issues.
For rapidly changing environments, use shorter periods (7-30 days). For complex issues, longer periods could be beneficial (90-180 days).
Use results with “Add Ticket Note” to document similar tickets, “Notify Internal Team” to alert about patterns, or conditional logic for automated decisions.
Check generated messages to ensure the action finds useful, relevant matches and adjust settings based on effectiveness.
Use board/queue filtering when you want to focus on specific types of tickets or team areas.
Begin with same-company searches before expanding to broader similarity searches to ensure relevance.

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Example workflows

  1. Trigger: New ticket created
  2. Find Similar Tickets - Look for open tickets from same contact in past 7 days
  3. Add Ticket Note - Document any similar tickets found
  4. Result: Technicians immediately see if customer recently submitted similar issues
  1. Trigger: New ticket created
  2. Find Similar Tickets - Search for similar content tickets from same company
  3. Add Ticket Note - Provide historical context and previous solutions
  4. Result: Faster resolution by leveraging past successful approaches
  1. Trigger: High-priority ticket created
  2. Find Similar Tickets - Look for related open tickets for same company
  3. Notify Internal Team - Alert if multiple related issues found
  4. Result: Quick identification of widespread issues requiring coordinated response