Summarizing ticket comments using generative AI


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.


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Summary: ◀▼
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.





AI-generated ticket summaries are available on Suite and Support
Professional plans and above, with a usage allowance that resets monthly. See Understanding monthly Copilot allowance
usage.
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.

"Copilot ticket summaries demo (0:44)"
This article contains the following topics:

Viewing a ticket summary
Manually generating a ticket summary
Collapsing, expanding, hiding, or showing the summary banner
Generating a ticket summary for a new language

Related articles:

Turning on and configuring AI-generated ticket
summaries



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, then click View ticket summary. A
summary banner appears below the ticket header. The summary banner stays
pinned to the top when you scroll through ticket comments.






Manually generating 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. Keep in mind that summaries can be
generated only once every five minutes.

(Suite and Support plans) Each time
you manually generate a ticket summary, it's counted towards your account's monthly usage allowance.
To manually generate a ticket summary

In the summary banner, click Refresh.
The
summary is updated. 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.






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.




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