AI tool · Similar tickets
Spot the pattern before you reply
When a ticket comes in, see 3 past tickets that look similar — with the reason for the match. Catch recurring issues, link to known fixes, escalate a brewing outage early.
Powered by Nura AI Assistant
How it works
1
Click "Find" on the Similar tickets panel
No setup required.
2
We narrow the field
Keyword overlap with subject filters down to ~15 candidate tickets from the last 6 months.
3
AI scores them
The AI reads each one alongside the current ticket and scores 0.0–1.0 similarity. Below 0.5 = dropped.
4
Top 3 with reasons
Click any one to jump to it. Each shows a short reason like "Same shipping carrier mentioned and same date range".
When to use it
- Detecting recurring bugs ("five customers reported this today")
- Finding the fix you applied to a similar issue last month
- Spotting an outage from the volume of similar tickets
- Pre-merge candidates if you're going to bulk-merge duplicates
Limitations & honesty
- • Limited to last 180 days for candidate search
- • Quality depends on subject/description text — vague tickets find vague matches
- • No vector similarity yet (v2 will add embeddings for better recall)
- • AI may surface false positives — the reason field is your sanity check
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