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Question

When Will Freddy Use Past Tickets To Suggest Resolutions?

  • March 26, 2026
  • 3 replies
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A
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When I was testing out Freddy it would pull up “related” tickets but they were not relevant at all to the current ticket I was working on. When will this be improved?

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      Vanderdecken
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      • VanderdeckenTop Contributor ⭐
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      • March 30, 2026

      Hi Anthony,

      How many tickets has Freddy seen in your system?

      Remember to focus on training all of your staff. Zest - A Fresh Perspective - Check us out at ZestCo.uk / Or on YouTube https://www.youtube.com/@Zest-AFreshPerspective
      claytonsaid
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      • claytonsaidTop Contributor ⭐
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      • March 30, 2026

      When I was testing out Freddy it would pull up “related” tickets but they were not relevant at all to the current ticket I was working on. When will this be improved?

      I was told by Freshservice support staff that it requires 1,000 tickets with Resolutions populated for this to start kicking in as you’d expect. 

      Clayton
        Vanderdecken
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        • VanderdeckenTop Contributor ⭐
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        • March 30, 2026

        Interesting ​@claytonsaid I did not know that the resolution was required, good to know and good practice to fill in those resolution notes.

         

        Remember to focus on training all of your staff. Zest - A Fresh Perspective - Check us out at ZestCo.uk / Or on YouTube https://www.youtube.com/@Zest-AFreshPerspective
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