Question

Why is the Summary field blank for some tickets in Explore?

Answer

Zendesk stores the AI-generated ticket summaries in ticket fields when an agent manually generates them through the option View ticket summary, or when an agent updates them through the option Refresh. For messaging and chat tickets, the summary populates automatically when the conversation ends or becomes inactive.

If a ticket becomes closed before the Summary field updates, the summary will display in the ticket in Support, but the Summary field and its related attributes will remain blank in Explore.