Ticket summaries use generative AI to 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.
To view a ticket summary
Open a ticket in the Agent Workspace. A summary banner appears below the ticket header. The summary banner stays pinned to the top when you scroll through ticket comments. Click on view ticket summary.
Collapsing, expanding, hiding, or showing the summary banner
You can collapse the summary banner so that it takes up less room, or expand it again. Similarly, you can hide the summary banner completely, or show it again.
To collapse the summary banner
- On the right side of the summary banner, click the collapse arrow.
To expand the summary banner again
- On the right side of the summary banner, click the expand arrow.
To hide the summary banner
- In the ticket header, click the Hide ticket summary button.
To show the summary banner again
In the ticket header, click the Show ticket summary button.
Refreshing a ticket summary
A ticket’s summary isn’t automatically updated after it’s generated. However, you can manually refresh the summary to pull in information from ticket comments that were added after the summary was initially generated.
Note: Summaries can be generated only once every five minutes.
To refresh a ticket summary
- In the summary banner, click Refresh.
For more information, see Summarizing ticket comments using generative AI.
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