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The action can find open tickets for the same company or contact, or tickets with similar content from the same company.

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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

The action:
  1. Reviews the input ticket’s content, company, and contact information.
  2. Uses a search strategy based on the selected similarity type.
  3. Filters results by date range, board/queue, and relevancy thresholds.
  4. Excludes the input ticket and deduplicates results.
  5. Creates summaries of matching tickets with links and context.

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Setup

Similarity type: Choose the type of 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)
For rapidly changing environments use shorter periods (7-30 days). For complex issues, longer periods (90-180 days) can help. Filtering (optional):
  • Limit results to specific PSA boards or queues
  • Focus on particular ticket types or categories

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Example workflow

Duplicate prevention
  1. Trigger: New ticket created
  2. Find Similar Tickets - Look for open tickets from the same contact in the past 7 days
  3. Add Ticket Note - Document any similar tickets found