Summarizing ticket comments using generative AI

You must have the Advanced AI add-on to use this feature.

The ticket summarization feature, which is part of agent copilot, recaps the public comments that have been added to a ticket so far, helping you get up to speed and respond to customers more quickly.

This article contains the following topics:

• Viewing ticket summaries in the Agent Workspace
• Viewing ticket summaries in Intelligence

Related articles:

• Turning on ticket summarization

Viewing ticket summaries in the Agent Workspace

Note: This section applies only if you purchased the Advanced AI add-on on or after October 9, 2024. If you purchased it before that date, see Viewing ticket summaries in Intelligence instead.

In the Agent Workspace, you can:

• View a ticket summary
• Collapse, expand, hide, or show the summary banner
• Generate a ticket summary for a new language
• Refresh a ticket summary

View a ticket summary

Tickets in the Agent Workspace include a summary of all the public comments added to the ticket so far.

To view a ticket summary

• Open a ticket in the Agent Workspace.

  A summary banner appears below the ticket header. The timestamp below the summary shows when the information was last updated. When you scroll, the ticket comments scroll, but the summary banner stays pinned to the top.

  

Collapse, expand, hide, or show 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.

  

Generate a ticket summary for a new language

If a summary hasn’t yet been generated for a ticket in the language you’re working in, you can manually generate one.

To generate a ticket summary for a new language

• In the banner below the ticket header, click View ticket summary.

  

Refresh 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.

  

  The summary its timestamp are updated.

Viewing ticket summaries in Intelligence

Note: This section applies only if you purchased the Advanced AI add-on before October 9, 2024 and haven’t migrated to agent copilot. If you purchased it on or after that date, see Viewing ticket summaries in the Agent Workspace instead.

In the Intelligence section of the context panel, you can:

• Summarize a ticket
• Refresh a ticket summary

Tip: For more about what you can do in Intelligence, see Viewing intelligent triage predictions and suggested macros with Intelligence.

Summarize a ticket

You can generate an AI summary of all of the public comments that have been added to a ticket so far.

To summarize a ticket

1. Within a ticket, click the Intelligence icon () in the context panel.
2. Click Summarize conversation.

   

   A recap of all the public comments in the ticket so far appears. The date below the summary shows when the information was last updated.

   

Refresh a ticket summary

As new public comments are added to the ticket, you can refresh the summary to keep it up to date.

To refresh a ticket summary

1. Within a ticket, click the Intelligence icon () in the context panel.
2. Click Refresh.

   

   The summary and its timestamp are updated.