Announcing ticket summaries in reporting, views, as placeholders, and via the API

Announced on | Rollout starts | Rollout ends
September 30, 2025 | September 30, 2025 | October 03, 2025

We’re making it easier for you to access ticket summaries generated by Zendesk Copilot AI wherever you need them. You can now use ticket summaries directly in reports, ticket views, as ticket placeholders, and via the API.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We're introducing a new ticket field that automatically stores an AI-generated summary of a ticket. This field behaves like other ticket fields, meaning that ticket summaries are available:

Across all Support datasets, including the tickets dataset. The ticket summary field can be added as an attribute to reports and dashboards, then exported if necessary. It's recommended to use table view visualization because it can help you quickly understand what the ticket is about alongside key productivity metrics.

In ticket views, to help you and your agents quickly grasp what a ticket is about and what actions have already been taken.

As placeholders, to give you flexibility to embed summaries into communications.

Via the Tickets API, if you have advanced or custom use cases, such as analysis to uncover trends, issues, and opportunities.

Why is Zendesk making this change?

Zendesk is making this change so you and your agents no longer have to manually copy summaries from tickets into custom fields, conversations, spreadsheets, and so on.

With summaries available as a ticket field, you can save time and prevent errors.

What do I need to do?

Ticket summaries as ticket fields are available to customers with the Copilot add-on. To use the ticket summary field in your reports, views, as placeholders, or view the API, see About ticket summarization.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.