Exact Issue Ticket Lookup

Last updated: May 1, 2026

Exact Issue Ticket Lookup helps you find other customer tickets that report the same core issue as a ticket you are currently investigating.

Use it when you have one specific customer report and want to find other customers have run into the exact same problem. It focuses on the specific underlying issue the customer reported along with what any agent did to remediate the issue.

When to Use It

Use Exact Issue Ticket Lookup when you want to:

  • Find related tickets for the exact same bug or product issue.

  • Understand whether a customer report is isolated or part of a broader pattern.

  • Gather examples before escalating an issue to product or engineering.

  • See why each matched ticket was considered relevant.

This is not meant for broad theme discovery or general keyword search. It works best when you start from a concrete ticket with a clear customer-reported issue.

Prompting Guidance

Include the full conversation from the ticket you are investigating. The more specific the customer and support-agent language is, the easier it is to find tickets with the same underlying issue.

Start with:

Find tickets matching this exact issue:

Full conversation
...

Then paste the conversation.

Start a Lookup

Call startAgenticEntrySearch with the team ID and the prompt. The response includes a workflowId; keep that ID so you can check status and fetch results.

mutation StartExactIssueTicketLookup($teamId: Int!, $prompt: String!) {
  startAgenticEntrySearch(teamId: $teamId, prompt: $prompt) {
    workflowId
    conversationId
  }}

Example variables:

{"teamId": 3705,"prompt": "Find tickets matching this exact issue:\n\nFull conversation\nCustomer: Hi, I muted several project channels last week, but I am still getting push notifications from them on desktop and mobile.\nSupport Agent: Thanks for reaching out. Can you confirm whether the channels show as muted in your channel settings?\nCustomer: Yes, they all show as muted. I also checked global notification settings and they are not set to notify me for every message.\nSupport Agent: Understood. Did this start after any recent app update or settings change?\nCustomer: It started after the latest update. I re-applied the mute settings, but notifications from those muted channels still come through."}

Use workflowId for follow-up requests.

Check Status and Results

Call getAgenticEntrySearchResult with the workflowId. The response always includes status. The result field is null until the lookup is ready.

query GetExactIssueTicketLookupResult($teamId: Int!, $workflowId: String!, $take: Int, $skip: Int) {
  getAgenticEntrySearchResult(teamId: $teamId, workflowId: $workflowId, take: $take, skip: $skip) {
    status
    result {
      summaryOfSearch
      totalEntries
      hasMore
      entries {
        rationalizationForIncluding
        entry {
          id
          providerUniqueId
          title
          text
          source
          date
        }
      }
    }}}

Example variables:

{"teamId": 3705,"workflowId": "entry-search-assistant-3705-123-1777589272161","take": 100,"skip": 0}

While the lookup is still running:

{"data": {
    "getAgenticEntrySearchResult": {
      "status": "RUNNING",
      "result": null
    }}}

When the lookup is ready:

{"data": {
    "getAgenticEntrySearchResult": {
      "status": "COMPLETED",
      "result": {
        "summaryOfSearch": "Found tickets about muted channels still sending notifications.",
        "totalEntries": 20,
        "hasMore": true,
        "entries": [
          {
            "rationalizationForIncluding": "Customer explicitly says muted channels still send notifications even after confirming the channels are muted.",
            "entry": {
              "id": "123456",
              "providerUniqueId": "ticket-abc",
              "title": "Muted channels still notify",
              "text": "I keep getting notifications from channels I muted.",
              "source": "support_ticket",
              "date": 1777589375000
            }
          }
        ]
      }
    }}}

Example Prompts

Find tickets matching this exact issue:

Full conversation
Customer: Hi, I muted several project channels last week, but I am still getting push notifications from them on desktop and mobile.
Support Agent: Thanks for reaching out. Can you confirm whether the channels show as muted in your channel settings?
Customer: Yes, they all show as muted. I also checked global notification settings and they are not set to notify me for every message.
Support Agent: Understood. Did this start after any recent app update or settings change?
Customer: It started after the latest update. I re-applied the mute settings, but notifications from those muted channels still come through.

Find tickets matching this exact issue:

Full conversation
Customer: I cannot invite my teammate to our workspace. The invite button spins for a few seconds and then nothing happens.
Support Agent: Are you seeing an error message?
Customer: No error message. The teammate never receives an email, and they do not appear as pending.

Find tickets matching this exact issue:

Full conversation
Customer: My CSV export finishes downloading, but the file is missing rows from the date range I selected.
Support Agent: Does this happen for every export or only larger ones?
Customer: Only larger exports. Smaller date ranges look complete, but the full month export is incomplete.

What You Get Back

The result includes:

  • A short summary of the search.

  • A list of tickets that appear to match the same issue.

  • A reason each ticket was included.

  • Ticket details such as title, text, source, date, and provider ID when available.

Use the rationales to quickly decide which matches are strongest. A good result should explain the same customer symptom, failure mode, or product behavior as the ticket you started from.

Pagination

getAgenticEntrySearchResult accepts:

  • take: number of tickets to return. Defaults to 100.

  • skip: number of tickets to skip. Defaults to 0.

The maximum take is 1000. Use totalEntries and hasMore to page through results.

Querying Ticket Fields

Results are returned through GraphQL. Each result includes an entry object, so you can query many fields exposed on FeedbackEntry, including fields such as id, providerUniqueId, title, text, source, date, and other fields your UI needs.

Tips for Better Results

  • Include the full conversation, not just the ticket title.

  • Keep customer wording intact when possible.

  • Include support-agent troubleshooting steps if they clarify the issue.

  • Avoid adding multiple unrelated issues to the same prompt.

  • If the first result is too broad, rerun with a clearer sentence about what makes the issue specific.