Summarizing ticket comments using generative AI

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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.

This article contains the following topics:

Viewing a ticket summary

Collapsing, expanding, hiding, or showing the summary banner

Generating a ticket summary for a new language

Refreshing a ticket summary

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Turning on ticket summarization

Viewing a ticket summary

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.

To view a ticket summary

Open a ticket in the Agent Workspace.
A summary banner appears below the ticket header. The summary banner stays pinned to the top when you scroll through ticket comments.

Collapsing, expanding, hiding, or showing the summary banner

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.

To collapse the summary banner

On the right side of the summary banner, click the collapse arrow.

To expand the summary banner again

On the right side of the summary banner, click the expand arrow.

To hide the summary banner

In the ticket header, click the Hide ticket summary button.

To show the summary banner again

In the ticket header, click the Show ticket summary button.

Generating a ticket summary for a new language

If a summary hasn’t yet been generated for a ticket in the language you’re working in, you can manually generate one.

To generate a ticket summary for a new language

In the banner below the ticket header, click View ticket summary.

Refreshing a ticket summary

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.
Note: Summaries can be generated only once every five minutes.

To refresh a ticket summary

In the summary banner, click Refresh.

The summary is updated.