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

Question

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

Answer

The system 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 message and chat tickets, the summary populates automatically when the conversation ends or becomes inactive.

If a ticket closes before the Summary field updates, the summary displays in the ticket in Zendesk Support, but the Summary field and its related attributes remain blank in Zendesk Explore.