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