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 a ticket summary
- Collapsing, expanding, hiding, or showing the summary banner
- Generating a ticket summary for a new language
- Refreshing a ticket summary
Related articles:
Viewing 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.
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.
Generating 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.
Refreshing a ticket summary
To refresh a ticket summary
- In the summary banner, click Refresh.
The summary and its timestamp are updated.
4 comments
John Kurtzweil
We purchased the Zendesk Advanced AI about a week ago. According to this article, is it stating that we wont be seeing the information under the ticket subject? Why would it matter when we purchased this and the difference in functionality stated?
1
Chris Hobbs
When using the Intelligence Side Panel functionality the Summary is not fully visible.
How do I expand the text so that I can see the summary.
The scroll bars are not allowing me to scroll further down.
0
Bobby Koch
when can we see this in explore? we'd like to store summaries (the last one generated) we see immense value here
0
Tony Ho
Did something recently change? We've been using the Ticket Summary feature in the Intelligence Panel for awhile now until it disappeared today. We also don't see/have never seen the Ticket Summary icon as shown in the Article screenshots in our instance. It's like it's removed from our account entirely; despite us seeing other Advanced AI features like intent and generate text.
1