Governance · Support
Issue clustering
Control how support tickets that report the same problem are grouped into one issue.
When the same defect affects many people, it tends to arrive as many separate tickets. Issue clustering groups tickets that report the same underlying problem into one issue, so a recurring problem rises to the top instead of arriving as ten separate tickets. Support staff then see each issue on the Issues page and can send it to delivery as a single piece of work.
The grouping is done by an AI judge, which reads each new ticket and decides whether it describes the same problem as an existing issue. This page lets you switch the judge on or off, decide how sure it must be before it groups tickets, and tell it what “the same issue” means in your product.
Before you start
- Open Governance → Support → Issue clustering.
- You need permission to change Governance settings to edit these settings. Without it, you see View only — you don’t have permission to change these settings. and the settings cannot be changed.
- Only tickets of types with Group into issues switched on are clustered. Check this first in Ticket types.
- If you cannot see this page, your organisation may not use it, or your role may not include it. See Understanding roles.
Understanding the page
Automatic grouping
| Setting | What it does |
|---|---|
| Use the AI clustering judge | On: new tickets are compared with existing issues and grouped when they match. Off: every ticket forms its own issue. |
| Match confidence threshold | A number between 0 and 1. A match below this confidence starts a new issue instead of joining an existing one. Unless your organisation has changed it, it is 0.7. |
| Instructions for the judge | Plain-language guidance on what counts as “the same issue” in your product. |
Unless your organisation has changed it, Use the AI clustering judge is off.
While the judge is off, the queue, the Issues page and Send to delivery all still work. Tickets just are not grouped: each one appears as its own issue.
Agent packs
The Agent packs block lists the packs the clustering judge runs. It is read-only here. When it is empty, it shows No packs configured. and the judge uses its standard set-up.
Changes save automatically. Saving… and then Saved appear beside the Automatic grouping heading.
Switch on automatic grouping
- Open Governance → Support → Issue clustering.
- Switch Use the AI clustering judge on. The change saves straight away.
From now on, new tickets of grouped types are compared with existing issues. Tickets raised before you switched it on stay in the issues they are already in.
Tune how strictly tickets are grouped
The Match confidence threshold decides how sure the judge must be before it adds a ticket to an existing issue.
| If you see | Do this |
|---|---|
| Unrelated reports merged into one issue | Raise the threshold, for example from 0.7 to 0.8. |
| Obvious repeats arriving as separate issues | Lower the threshold, for example from 0.7 to 0.6. |
- Enter a value between 0 and 1 in Match confidence threshold. It moves in steps of 0.05.
- Leave the tab, or make another change on the page. The new threshold is saved.
Change the threshold in small steps and watch the Issues page for a few days before adjusting again. Each issue shows the judge’s confidence as a percentage, which helps you see where the threshold should sit.
Write instructions for the judge
- Select Instructions for the judge.
- Describe what counts as the same issue in your product. For example, say whether two reports about different screens of one broken workflow belong together.
- Click away from the field. The instructions save automatically.
Unless your organisation has changed them, the instructions ask the judge to group tickets that describe the same underlying defect even when the wording, affected screen or reporting person differs, and not to group tickets that merely share a component but describe different faults.
What to expect
- Grouping happens as tickets are raised. When a ticket joins an issue, its Activity tab shows linked to an issue.
- Changes here affect tickets raised from now on. Existing issues are not regrouped.
- Every issue on the Issues page shows how confident the judge was, for example 85% confidence.