When agents lack context, it leads to repeated questions, messy handoffs, and slow QA. That’s why we built a better way to surface customer history—right from the timeline.

Brands using Customer Timeline resolve tickets 26% faster on average. Now, we’re making it even easier.

What’s new?

• Preview Modals: Agents can now open and scan past tickets in a modal—without losing their place or interrupting their workflow.

• AI Ticket Summaries: Each ticket includes a 1-line summary of the issue, sentiment, and resolution status. Summaries generate automatically when tickets close, or manually when needed.

How does this help you?

• Fewer repeat questions: Agents can quickly see what’s already been asked and answered—so they don’t frustrate customers by asking or suggesting the same thing twice.

• More personalized responses: With instant context and tone detection, replies feel more relevant, empathetic, and on-brand.

• Smoother handoffs: When tickets are reassigned, teammates instantly understand what’s happened—no digging required.

• Faster QA and coaching: Leads and managers can scan summaries to spot trends, review interactions, and give feedback without reading full threads.

Ticket Summaries are also created automatically when a ticket is closed — no manual generation needed. You can also manually generate summaries for tickets with 3+ interactions, even when they’re still open. Great for escalations.

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