Ticket summary

The ticket summary feature is designed to automatically generate a concise and informative summary of a customer support ticket and its conversation. This summary is meant to help support agents quickly understand the context and key details of the ticket without having to read through the entire conversation.

How does the ticket summary work?

1. Data collection. The system collects information from the conversation in the ticket, which includes all the necessary recipient data and message details.

2. Text summarization. Our algorithms are then used to summarize the content. This includes selecting and extracting the most important sentences or phrases from the original text, and then generating a summary by paraphrasing and rephrasing the content in a more concise form.

3. Context preservation. The summary preserves the context and critical information while reducing the length. This means retaining information about the issue, any actions taken, and any proposed resolutions.

4. Formatting. The generated summary is formatted in a bulleted manner that makes it easy for support agents to scan and understand quickly. 

The goal of a ticket summary in HelpDesk is to save support agents’ time and make them more efficient in handling customer inquiries by providing them with a quick and accurate overview of each ticket. This can lead to quicker response times, improved customer satisfaction, and more streamlined customer support operations.

Generating ticket summaries

Go to a specific ticket with a previous message exchange and use the ticket summary option in the toolbar.

Your summary, formatted with bullets, will be displayed as a private note in the ticket’s communication feed, so your teammates will also be able to freely view it and learn about the case in a matter of seconds. 

The ticket summary is available to all HelpDesk users, but it’s important to understand that this feature is currently in beta. This means we’re still working on improving its functionality. Consequently, occasional errors or inaccuracies in the summaries it provides may occur. If you notice any inconsistencies in the summary, we recommend double-checking the conversation to make sure the correct details have been generated.

The ticket summary is available to all HelpDesk users, but it’s important to understand that this feature is currently in beta. This means we’re still working on improving its functionality. Consequently, occasional errors or inaccuracies in the summaries it provides may occur. If you notice any inconsistencies in the summary, we recommend double-checking the conversation to make sure the correct details have been generated.

The conversation data used to create summaries in HelpDesk isn’t used to train OpenAI’s model. OpenAI will store this data for 30 days, but it won’t be utilized to train their model. This tool solely exists to generate conversation summaries within HelpDesk and doesn’t submit any data to OpenAI for training purposes on behalf of your organization.

The conversation data used to create summaries in HelpDesk isn’t used to train OpenAI’s model. OpenAI will store this data for 30 days, but it won’t be utilized to train their model. This tool solely exists to generate conversation summaries within HelpDesk and doesn’t submit any data to OpenAI for training purposes on behalf of your organization.