Ticket summaries
A long ticket thread — a dozen back-and-forths, a hand-off between agents, a reopened issue — takes time to read before you can help. A ticket summary gives you the gist in a couple of sentences so you can pick up where things left off.
Generating a summary
At the top of a ticket’s conversation, click Summarize. The AI reads the thread and writes a short summary of what the customer needs and where things stand. Generation takes a moment; once it’s done, the summary sits at the top of the ticket for anyone who opens it.
Keeping it current
A summary reflects the conversation at the moment it was written, so as new messages arrive it can go stale. When it does, Helpdesk flags it and you can regenerate to bring it up to date.
When it helps most
- Hand-offs — an agent taking over a ticket sees the situation instantly.
- Reopened tickets — catch up on history before replying again.
- Escalations — give a specialist the context without making them read everything.