Turning on and configuring AI-generated ticket summaries

AI-generated ticket summaries recap the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly. Internal notes can optionally be included in ticket summaries as well so that critical internal context is provided to your agents.


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AI-generated ticket summaries provide a quick recap of public comments and optional internal notes, helping agents respond faster. You can toggle this feature on or off and choose which groups can access it. Including internal notes enhances summaries with crucial details like troubleshooting steps and escalation updates. Summaries are stored in ticket fields and can be used in reports, views, and APIs.




AI-generated ticket summaries recap the public comments that have been added to a ticket
so far, helping agents get up to speed and respond to customers more quickly. Internal
notes can optionally be included in ticket summaries as well so that critical internal
context is provided to your agents.
This article contains the following topics:

About ticket summarization
Turning ticket summaries off or on
Including internal notes in ticket summaries

Related articles:

Summarizing ticket comments using generative
AI



About ticket summarization

Ticket summaries provide a concise recap of all public comments and internal notes
added to a ticket. They highlight the main problem, customer expectations, actions
taken, outcomes, and current status. Summaries also include critical details such as
root cause, business impact, deadlines, or important internal insights, as well as
any conversation the user had with a conversation bot before being transferred to an
agent.
By default, the summarization feature includes all of a ticket's public comments, but
you can also include internal notes so that agents are informed of internal details,
such as troubleshooting steps taken and messages to peers. This allows agents to
quickly get up to speed by viewing a single summary of up to 100 words.
Keep in mind that:

Side conversations are not included in the summary.
Messaging and chat summaries work only after the transcript has been added to
the ticket, which happens when the conversation ends or becomes inactive.

You can find information about supported languages for the ticket summarization
feature in the Zendesk language support article.


About ticket summary fields

AI-generated ticket summaries are stored in ticket fields whenever an agent manually generates or refreshes a
summary. The field captures the most recent summary in the language
in which it was created.


To learn more about ticket summary fields: See About additional ticket fields for the
Copilot add-on.

To access ticket summary fields: You can view your ticket fields in Admin
Center.


Note: Ticket summaries aren't stored for closed tickets.
Ticket summary fields can be used in the following ways to enhance your
workflows:

Reports: Include ticket summaries as an attribute in your reports and
dashboards. Ticket summary fields are available across all
Support datasets.

Views: Add ticket summaries as columns in your views.

Placeholders: Use the syntax
{{ticket.ticket_field_<field ID>}} to insert
summaries into macros or business rules. For example,
{{ticket.ticket_field_93959395943}}. You can find
the summary Field ID by viewing your ticket
fields.


API: Retrieve ticket summaries via the Ticket Fields API and mapping
the ticket summary fields.






Turning ticket summaries off or on

The ticket summarization feature is turned on by default. You can turn ticket
summaries off or on in Admin Center and select which groups have access.
To turn ticket summaries off or on


In Admin
Center,
click
AI in the sidebar, then select Agent copilot >
Translations.
Under Ticket context, select or deselect Summarize
conversations.

In the Who has access field, search for and select the groups that
should be able to use the ticket summary feature. By default, all groups
have access.
Click Save.





Including internal notes in ticket summaries

You can configure the ticket summarization feature to include internal notes in
addition to public comments.
Key ticket information is often shared in internal notes. For example,
troubleshooting details, messages to peers, escalation updates, investigation
actions, blockers, and more. Including internal notes allows ticket summarization to
provide more comprehensive summaries and reduces the risk of agents missing
important details.
To include internal notes in ticket summaries


In Admin
Center,
click
AI in the sidebar, then select Agent copilot >
Translations.
Under Ticket context, make sure Summarize conversations is turned
on.

Select Include internal notes in summary.
Click Save.




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