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Feature request: Ability to report on the 'Intelligence> Summary' for multiple tickets in a View



Posted Nov 21, 2024

I have created a View that lists certain Support tickets.  I want to be able to create a report which shows the 'Intelligence> Summarize Conversation' for each of the tickets listed in the View.   We can do this manually by copying/pasting the 'Summary' from the Intelligence pane of each support ticket.  But we would like to be able to do this automatically (in one go) for a list of tickets in a 'View'. 

 

We are asking for this functionality because we love the generative AI ‘Summary’ (Summarize Conversation) feature.  An example usage is for an accout manager who wants to display currrently Summaries for all open tickets for a specific customer organization/account.  It would be fantastic if it was possible to list within Zendesk (or export) the tickets for that organization together with the ‘Summary’ info for each ticket.

 

I raised this in a ticket with Zendesk (13104062) and it was confirmed that this is not currently possible to accomplish through Explore. There is also no current way to extract this information via the API as a workaround.  The Zendesk Engineer said that ‘this would make a great product feedback request in our community forums’. Hence I have raised this here.

 


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5 comments

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Shawna James

Community Product Feedback Specialist

Hey Stuart,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Thank you.  Do I need to do anything else in this ticket?

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Emily Reidy

Community Product Feedback Specialist

Hi Stuart,
 
There is nothing else needed from you on this ticket. We will keep it open for others to add their support and comments. Thank you.

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Adding a comment because I see this ticket as ‘Awaiting your reply’, but I have no further updates for this.  Can you please set this to an alternate status?

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Shawna James

Community Product Feedback Specialist

Hey there! Apologies for the confusion. Our workflows inficate active product feedback posts as pending so that we can better keep track of them. We apologies for any confusion. We are looking to get a solve here to help mitiage this confusion in the future. Thank you for your patience and understanding!

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