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Summarizing ticket comments using generative AI



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Erin O'Callaghan

Zendesk Documentation Team

Edited Feb 11, 2025


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4 comments

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? 

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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.

 

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Bobby Koch

Zendesk Luminary

when can we see this in explore? we'd like to store summaries (the last one generated) we see immense value here

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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.

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