AI ticket summaries are available on Premium and Enterprise plans.
This feature is in early access and may not be available to all eligible accounts yet.
What
The AI ticket summary creates a short, skimmable summary of messages and notes in a ticket. The summary appears at the top of the ticket so you can quickly understand what’s happened without reading the full conversation.
Why
  • Get up to speed faster on long or complex tickets.
  • Support handovers and escalations with clear context and next steps.
  • Share a quick overview with teammates when collaborating on a ticket.
Who
  • Agents can view, refresh, and copy summaries on tickets they have access to.
  • Admins can turn AI ticket summaries on or off from AI settings.
When
Use AI ticket summary when you need a quick view of a ticket’s context, especially during handovers, escalations, or when returning to a ticket after time away.

Before you start

The AI ticket summary summarizes content within the current ticket only.
  • Summaries appear on tickets with at least one customer message.
  • Internal notes are included by default.
  • Only content from the current ticket is included in the summary.
  • Confidential information such as passwords or API keys isn’t included.
AI ticket summary uses AI to summarize ticket content. Ticket data and workflows are not changed.

View the AI ticket summary

When you open a ticket, the summary appears at the top of the ticket view.
  • A clear overview of what has happened so far.
  • Key details and suggested next steps.
  • A Last updated timestamp showing when the summary was generated.
  • You can collapse the summary to focus on the ticket conversation and expand it again when needed.

Refresh the summary

When new replies or internal notes are added, the summary indicates that an update is available so you can refresh it with the latest information.
  1. Open a ticket with new activity.
  2. In the summary card, click Refresh summary. If there is no new content, refreshing the summary isn’t available.
  3. Wait briefly while the summary updates.
You can give feedback on whether the summary was useful using the thumbs up or thumbs down option. This helps improve future summaries.

Copy the summary

You can copy the summary to share it with teammates or include it in internal updates.
  1. Click the copy icon in the summary card.
  2. Paste the summary where you need it.