Summarizing ticket comments using generative AI

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<p id="docs-hc-snippet" style="display: none;">The ticket summarization feature recaps the public comments that have been added to a ticket so far, helping you get up to speed and respond to customers more quickly. If enabled by your admin, ticket summaries also include internal notes to help you stay informed of key internal details.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can view AI-generated summaries of public and internal ticket comments to quickly understand ticket history. Summaries can be manually refreshed every five minutes to include new comments, with usage limits applying. You can collapse, expand, hide, or show the summary banner as needed. Summaries can also be generated for tickets in new languages, helping you stay informed and respond faster to customers.</p>
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<span class="attentiontitle"></span> AI-generated ticket summaries are available on Suite and Support
Professional plans and above, with a usage allowance that resets monthly. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10269211633050#topic_ydw_1rx_23c" target="_blank">Understanding monthly Copilot allowance
usage</a>.</div>
<p class="p">The ticket summarization feature recaps the public comments that have been added to a
ticket so far, helping you get up to speed and respond to customers more quickly. If
enabled by your admin, ticket summaries also include internal notes to help you stay
informed of key internal details.</p>
<p class="p"><iframe allowfullscreen="true" controls="controls" height="360" src="https://www.youtube.com/embed/GiOeEF8QoyU" width="640"></iframe></p>
<p class="p">"Copilot ticket summaries demo (0:44)"</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zag_summarizing_tickets__ul_n5w_pl1_xcc">
<li class="li"><a class="xref" href="#topic_dww_vl1_xcc">Viewing a ticket summary</a></li>
<li class="li"><a class="xref" href="#topic_uxh_1m1_xcc">Manually generating a ticket summary</a></li>
<li class="li"><a class="xref" href="#topic_ezj_xl1_xcc">Collapsing, expanding, hiding, or showing the summary banner</a></li>
<li class="li"><a class="xref" href="#topic_fxq_yl1_xcc">Generating a ticket summary for a new language</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="zag_summarizing_tickets__ul_xys_4l1_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037565521946" target="_blank">Turning on and configuring AI-generated ticket
summaries</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dww_vl1_xcc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing a ticket summary</h2>
<div class="body">
<p class="p">Tickets in the Agent Workspace include a summary of all the public comments added to
the ticket so far. Internal comments are also included if your admin has enabled
them to be.</p>
<p class="p"><strong class="ph b">To view a ticket summary</strong></p>
<ul class="ul" id="topic_dww_vl1_xcc__ul_kfk_fm1_xcc">
<li class="li">Open a ticket in the Agent Workspace, then click <strong class="ph b">View ticket
summary</strong>.<div class="note attention">
<span class="attentiontitle"></span> (<strong class="ph b">Suite and Support plans</strong>) The
first time you click <strong class="ph b">View ticket summary</strong> in a ticket, the ticket's
summary is manually generated and counted towards your account's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10269211633050#topic_g53_tqx_23c" target="_blank">monthly usage
allowance</a>.</div>
<p class="p">A summary banner appears below the ticket header.
The summary banner stays pinned to the top when you scroll through ticket
comments.</p>
<p class="p"><img class="image img-screenshot" id="topic_dww_vl1_xcc__image_u44_jm1_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_view.png" width="600"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_uxh_1m1_xcc">
<h2 class="title topictitle2" id="ariaid-title3">Manually generating a ticket summary</h2>
<div class="body">
<p class="p">A ticket’s summary isn’t automatically updated after it’s generated. However, you can
manually refresh the summary to pull in information from ticket comments that were
added after the summary was initially generated. Keep in mind that summaries can be
generated only once every five minutes.</p>
<div class="note attention" id="topic_uxh_1m1_xcc__note_tsw_yvn_bdc">
<span class="attentiontitle"></span> (<strong class="ph b">Suite and Support plans</strong>) Each time
you manually generate a ticket summary, it's counted towards your account's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10269211633050#topic_g53_tqx_23c" target="_blank">monthly usage allowance</a>.</div>
<p class="p"><strong class="ph b">To manually generate a ticket summary</strong></p>
<ul class="ul" id="topic_uxh_1m1_xcc__ul_sph_m41_xcc">
<li class="li">In the summary banner, click <strong class="ph b">Refresh</strong>.<p class="p"><img class="image img-screenshot" id="topic_uxh_1m1_xcc__image_jyw_31f_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_view.png" width="600"></p>
The
summary is updated.<p class="p">If you don't have the Copilot add-on and your usage limit
has been reached for the month, you'll see a notification in the ticket
header and the refresh button will appear dimmed.</p>
<p class="p"><img class="image img-screenshot" id="topic_uxh_1m1_xcc__image_ujt_czx_x3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_suite_ticket_summary_limit_agent.png" width="600"></p>
</li>
</ul>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ezj_xl1_xcc">
<h2 class="title topictitle2" id="ariaid-title4">Collapsing, expanding, hiding, or showing the summary banner</h2>
<div class="body">
<p class="p">You can collapse the summary banner so that it takes up less room, or expand it
again. Similarly, you can hide the summary banner completely, or show it again. </p>
<p class="p"><strong class="ph b">To collapse the summary banner</strong></p>
<ul class="ul" id="topic_ezj_xl1_xcc__ul_d1r_wm1_xcc">
<li class="li">On the right side of the summary banner, click the collapse arrow.<p class="p"><img class="image img-screenshot" id="topic_ezj_xl1_xcc__image_jjj_dn1_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_collapse.png" width="600"></p>
</li>
</ul>
<p class="p"><strong class="ph b">To expand the summary banner again</strong>
</p>
<ul class="ul" id="topic_ezj_xl1_xcc__ul_zxn_wm1_xcc">
<li class="li">On the right side of the summary banner, click the expand arrow.<p class="p"><img class="image img-screenshot" id="topic_ezj_xl1_xcc__image_o4z_g1f_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_view.png" width="600"></p>
</li>
</ul>
<p class="p"><strong class="ph b">To hide the summary banner</strong>
</p>
<ul class="ul" id="topic_ezj_xl1_xcc__ul_d3d_wm1_xcc">
<li class="li">In the ticket header, click the <strong class="ph b">Hide ticket summary</strong> button.<p class="p"><img class="image img-screenshot" id="topic_ezj_xl1_xcc__image_ar1_vn1_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_hide.png" width="600"></p>
</li>
</ul>
<p class="p"><strong class="ph b">To show the summary banner again</strong>
</p>
<ul class="ul" id="topic_ezj_xl1_xcc__ul_htv_vm1_xcc">
<li class="li">In the ticket header, click the <strong class="ph b">Show ticket summary</strong> button.<p class="p"><img class="image img-screenshot" id="topic_ezj_xl1_xcc__image_mtq_wn1_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_show.png" width="600"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fxq_yl1_xcc">
<h2 class="title topictitle2" id="ariaid-title5">Generating a ticket summary for a new language</h2>
<div class="body">
<p class="p">If a summary hasn’t yet been generated for a ticket in the language you’re working
in, you can manually generate one. </p>
<p class="p"><strong class="ph b">To generate a ticket summary for a new language</strong></p>
<ul class="ul" id="topic_fxq_yl1_xcc__ul_xvt_f41_xcc">
<li class="li">In the banner below the ticket header, click <strong class="ph b">View ticket
summary</strong>.<p class="p"><img class="image img-screenshot" id="topic_fxq_yl1_xcc__image_bgs_p41_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_summarize_tickets_AW_generate.png" width="600"></p>
</li>
</ul>
</div>
</div>
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