Similar Tickets

Bring useful ticket history into every conversation

Similar Tickets finds and ranks related conversations directly in the Zendesk ticket sidebar. Agents can review how recurring incidents, customer questions, and operational issues were handled before—without leaving Agent Workspace or guessing which search terms to use. Matching is deterministic, administrator-guided, and stays inside Zendesk; ticket content is not sent to an external AI model or matching service.

Benefits

• Surface up to 30 ranked related tickets in the current conversation.

• Explain each result with match strength, shared terms, and meaningful signals.

• Build reusable profiles with Zendesk-style ALL and ANY routing conditions.

• Tune content, requester, organization, form, brand, priority, recency, status, custom fields, and phrase guidance.

• Let agents use the recommended profile or choose another enabled profile.

• Filter and sort results, then open a match directly in Zendesk.

How it works

1. An administrator creates profiles and defines when each applies.

2. Opening a ticket searches the Zendesk tickets that agent can access and ranks eligible matches.

3. The agent reviews clear match reasons and opens the most useful prior conversation.

Profiles support trigger-style routing, preferred/required/excluded phrases, synonym groups, reference codes, eligible statuses, age limits, minimum match strength, organization modes, and up to three selected custom fields. The app remains advisory: it does not merge tickets, change fields, send replies, or declare duplicates.

Privacy and requirements

Matching uses Zendesk APIs from the Zendesk-hosted app. No external matching database is used. Configuration is stored in Zendesk installation settings. Contact Support creates a Zendesk ticket only when an administrator submits it; normal triggers may deliver that request to LaPlante Management. Zendesk Agent Workspace and administrator access for configuration are required. New tickets may take a few minutes to appear in Zendesk Search.

Grown by LaPlante Management

This app was designed and developed by LaPlante Management, a Zendesk Advanced Implementation Partner and Partner of the Year.

Need a custom Zendesk app, workflow, dashboard, or integration designed around your organization? We build practical solutions that fit your processes and make Zendesk easier for your team to use. Visit laplantemanagement.com to learn more.