Automatic similar ticket suggestions in help desk
Monday, August 31, 2026
What it is
While working a ticket in help desk, you automatically see a list of resolved tickets similar to yours, so you can reference how past issues were handled without leaving your current ticket.
Why it matters
Searching for similar tickets takes time when you're trying to resolve the one in front of you. Bringing results directly to the agent removes that step and reduces time to close.
The Take
I'll take both.
This landed better than expected, and for a reason worth naming: the room had assumed it would work the other way. The guess was that closing a ticket would surface other open tickets on a similar theme. What HubSpot actually built - resolved tickets shown next to the one you are working - makes more sense for the agent in the seat.
The open-ticket version is still wanted, though. There is a real triage moment where three people report the same broken process and you need to bring them together without flattening the fact that it came from three separate people. Do not be surprised if something like that arrives on the other side of this.
Two caveats. It is in development, so the usual forward-looking-statement rules apply. And this class of feature is only ever as good as the data already in your system - AI can excel at trend analysis, but not over a help desk nobody has been keeping clean.
Watch Us Discuss This
The full segment from the show, us working through this update start to finish.
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