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 and optional internal notes. This feature highlights key issues, customer requests, actions taken, and outcomes. You can turn summaries on or off and choose to include internal notes for more context. Summaries are stored in ticket fields, usable in reports, views, placeholders, and accessible via the API.</p>
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<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>
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<p class="p">Ticket summaries are a concise recap of all the public comments and internal notes
that have been added to a ticket so far. Summaries may contain up to 100 words and
highlight a ticket's main problem, customer requests or expectations, actions taken,
outcomes, current status, and any explicitly stated next steps. Ticket summaries
also include critical details such as root cause, business impact, deadlines,
customer sentiment, or important internal insights related to resolution if they are
essential for clarity.</p>
<p class="p">Agents can quickly get up to speed with a ticket by viewing a ticket's summary.
Summaries may also include the conversation the user had with the conversation bot
before being transferred to an agent. Side conversations aren't included in the
summary.</p>
<p class="p">By default, the ticket summarization feature includes all of a ticket's public
comments. You can also include internal notes in summaries so that agents can view a
single, coherent summary of a ticket and are informed of internal details, such as
troubleshooting steps taken and messages to peers.</p>
<p class="p">For messaging and chat tickets, the summarize feature works only after the transcript
has been added to the ticket, which happens when the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836091034" target="_blank">conversation ends or becomes inactive</a>.</p>
<p class="p">You can find information about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01K1KANBQNMZQNX7F14JWKEVN9" target="_blank">supported languages</a> for the ticket
summarization feature in the Zendesk language support article.</p>
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<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>
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<p class="p">AI-generated ticket summaries are stored in ticket fields when an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037649972634#topic_uxh_1m1_xcc" target="_blank">agent manually updates the summary by
refreshing it</a>. The ticket summary field stores the latest summary
generated by the agent in the language in which it was created. To learn more
about ticket summary fields, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098-About-ticket-fields#topic_z1x_mtp_xgc" target="_blank">About additional ticket fields for the
Copilot add-on</a>.</p>
<div class="note 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:<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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594" target="_blank">Support datasets</a>. </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 ticket summaries as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330" target="_blank">placeholders in your business rules
and macros</a> with the syntax
<code class="ph codeph">{{ticket.ticket_field_&lt;field ID&gt;}}</code>. For
example, <code class="ph codeph">{{ticket.ticket_field_93959395943}}</code>.<p class="p">To use
a ticket summary as a placeholder, you need the Summary field ID,
which you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832419738" target="_blank">find in Admin
Center</a>.</p>
</li>
<li class="li">
<strong class="ph b">API</strong>: Retrieve ticket summaries via the API by accessing 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.</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 <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;
Translations</strong>.</li>
<li class="li">Under Ticket context, select or deselect <strong class="ph b">Summarize
conversations</strong>.<p class="p"><img class="image img-screenshot" id="topic_g4q_hp1_xcc__image_aby_qj5_rgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ticket_summarization_on_internal_note.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<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">
<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">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_bl2_3n5_rgc" 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;
Translations</strong>.</li>
<li class="li">Under Ticket context, 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_cl2_3n5_rgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_ticket_summarization_on_internal_note.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>
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