Turning on and configuring AI-generated ticket summaries

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">AI-generated ticket summaries help you quickly understand a ticket by recapping public comments, current status, key actions, and important context. You can also include internal notes for more complete ticket context, and store summaries in ticket fields for reporting, views, macros, business rules, and API use. You can turn the feature on or off and limit access by group.</p>
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<div class="note attention">
<span class="attentiontitle"></span> AI-generated ticket summaries are available on Suite and Support
Professional plans and above, with a usage allowance that resets monthly. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10269211633050#topic_ydw_1rx_23c" target="_blank">Understanding monthly Copilot allowance
usage</a>.</div>
<p class="p">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.</p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="zug_ai_summarizing_tickets__ul_qm2_gp1_xcc">
<li class="li"><a class="xref" href="#topic_iz1_hp1_xcc">About ticket summarization</a></li>
<li class="li"><a class="xref" href="#topic_g4q_hp1_xcc">Turning ticket summaries off or on</a></li>
<li class="li"><a class="xref" href="#topic_wdd_44t_rgc">Including internal notes in ticket summaries</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_summarizing_tickets__ul_rc2_kp1_xcc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037649972634" target="_blank">Summarizing ticket comments using generative
AI</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_iz1_hp1_xcc">
<h2 class="title topictitle2" id="ariaid-title2">About ticket summarization</h2>
<div class="body">
<p class="p">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 an AI agent before being transferred to a human
agent.</p>
<p class="p">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.</p>
<p class="p">Keep in mind that side conversations are not included in the summary.</p>
<p class="p"> You can find information about supported languages for the ticket summarization
feature in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01K1KANBQNMZQNX7F14JWKEVN9" target="_blank">Zendesk language support article</a>.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_fjj_hlv_5gc">
<h3 class="title topictitle3" id="ariaid-title3">About ticket summary fields</h3>
<div class="body">
<div class="note">
<span class="notetitle">Note:</span> You must have the Copilot add-on to store ticket summaries in ticket fields
and use those fields in workflows.</div>
<p class="p">AI-generated ticket summaries are stored in ticket fields whenever an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037649972634#topic_uxh_1m1_xcc" target="_blank">agent manually refreshes a summary</a>.
The field captures the most recent summary in the language in which it was
created.</p>
<ul class="ul" id="topic_fjj_hlv_5gc__ul_ms5_5mf_m3c">
<li class="li">
<strong class="ph b">To learn more about ticket summary fields</strong>: See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098#topic_z1x_mtp_xgc" target="_blank">About additional ticket fields for the
Copilot add-on</a>.</li>
<li class="li">
<strong class="ph b">To access ticket summary fields</strong>: You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832419738" target="_blank">view your ticket fields</a> in Admin
Center.</li>
</ul>
<div class="note">
<span class="notetitle">Note:</span> Ticket summaries aren't stored for closed tickets.</div>
<div class="p">Ticket summary fields can be used in the following ways to enhance your
workflows:<ul class="ul" id="topic_fjj_hlv_5gc__ul_t4d_rlv_5gc">
<li class="li">
<strong class="ph b">Reports</strong>: Include ticket summaries as an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846733722" target="_blank">attribute in your reports and
dashboards</a>. Ticket summary fields are available across all
Support datasets. </li>
<li class="li">
<strong class="ph b">Views</strong>: Add ticket summaries as columns in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">your views</a>. </li>
<li class="li">
<strong class="ph b">Placeholders</strong>: Use the syntax
<code class="ph codeph">{{ticket.ticket_field_&lt;field ID&gt;}}</code> to insert
summaries into macros or business rules. For example,
<code class="ph codeph">{{ticket.ticket_field_93959395943}}</code>.<p class="p">You can find
the summary Field ID by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832419738-Viewing-your-ticket-fields" target="_blank">viewing your ticket
fields</a>.</p>
</li>
<li class="li">
<strong class="ph b">API</strong>: Retrieve ticket summaries via the <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_fields/" target="_blank">Ticket Fields API</a> and mapping
the ticket summary fields. </li>
</ul>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_g4q_hp1_xcc">
<h2 class="title topictitle2" id="ariaid-title4">Turning ticket summaries off or on</h2>
<div class="body">
<p class="p">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.</p>
<p class="p"><strong class="ph b">To turn ticket summaries off or on</strong></p>
<div class="p">
<ol class="ol" id="topic_g4q_hp1_xcc__ol_rgd_tp1_xcc">
<li class="li">In <span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_g4q_hp1_xcc__image_u44_bh1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt; Writing tools</strong>.</span>
</li>
<li class="li">Scroll down to Ticket context, then select or deselect <strong class="ph b">Summarize
conversations</strong>.<p class="p"><img class="image img-screenshot" id="topic_g4q_hp1_xcc__image_w3k_g4w_p3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ticket_summary_turn_on.png" width="400"></p>
</li>
<li class="li">In the <strong class="ph b">Who has access</strong> field, search for and select the groups that
should be able to use the ticket summary feature. By default, all groups
have access. </li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_wdd_44t_rgc">
<h2 class="title topictitle2" id="ariaid-title5">Including internal notes in ticket summaries</h2>
<div class="body">
<div class="note">
<span class="notetitle">Note:</span> You must have the Copilot add-on to include internal notes in ticket
summaries.</div>
<p class="p">You can configure the ticket summarization feature to include internal notes in
addition to public comments. </p>
<p class="p">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.</p>
<p class="p"><strong class="ph b">To include internal notes in ticket summaries</strong></p>
<div class="p">
<ol class="ol" id="topic_wdd_44t_rgc__ol_al2_3n5_rgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_wdd_44t_rgc__image_zkm_zg1_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">Agent copilot &gt; Suggestions</strong>.</span></li>
<li class="li">Scroll down to Ticket context and make sure <strong class="ph b">Summarize conversations</strong>
is turned on.<p class="p"><img class="image img-screenshot" id="topic_wdd_44t_rgc__image_bxb_34w_p3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ticket_summary_turn_on.png" width="400"></p>
</li>
<li class="li">Select <strong class="ph b">Include internal notes in summary</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
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