Introducing Ticket Summaries: Instant Clarity in Every Ticket

Reading through long threads, piecing together context, and juggling handoffs across teams — we know your agents work hard to stay on top of every customer conversation. That’s why we’re excited to introduce Ticket Summaries, a new AI-powered feature that distills the key details of any ticket into a single, clear summary.

Whether it’s a fresh handoff, a ticket that’s been reopened, or a QA review, agents and leads can now get a quick read on what happened — without scanning the entire conversation.

Here’s what you can expect:

• ✍️ Concise summaries that highlight the customer’s issue, sentiment, and resolution status.

• 🔄 Manual generation available at the click of a button.

• ⚙️ Automatic generation when a ticket is closed.

• 📉 No extra cost — included in your Helpdesk plan.

This means faster response times, smoother handoffs, and more personalized support — all while saving valuable team time.

How to generate Ticket Summaries

Agents can manually generate a summary by clicking the “Summarize” button on any ticket with at least 3 messages. This is a great way to facilitate quick, seamless handoffs and escalations (from AI Agents or your human team).

Ticket Summaries are also created automatically when a ticket is closed — no manual generation needed. This is a great way to quickly review past interactions, whether that’s to QA your team or get context on a customer’s prior touchpoints to inform an open issue.

Manual summaries can only be generated once per day, and only after new messages have been added. A 30-minute delay is required between auto and manual generations. Summaries for tickets with 100+ replies will not be automatically generated, and summarization will not be available for spam and no-reply tickets.

Ticket Summaries are available with your Helpdesk plan, no additional subscription required! Start summarizing today, and enjoy a faster path to understanding your customers.