Ticket SummaryΒΆ
Activating this feature generates summaries of tickets which are displayed in a new ticket sidebar tab. This can be a huge time saver when dealing with large tickets and/or many hand-overs between agents.
Make sure to configure an AI provider before activating the feature. Otherwise, a warning message will tell you to do so.
If you activate this feature, Customer Intent and Conversation Summary are enabled by default. You can choose to activate Open Questions, Upcoming Events and Customer Sentiment, depending on your use case.
Enabling the ticket summary feature triggers a request to the configured AI service at the configured action (see below). After the summary is generated, agents are notified by an indicator on the summary sidebar tab.
Decide when the summary is generated via Generation dropdown. It is generated when the ticket got updated and an agent either opens the ticket or opens the summary sidebar tab of the ticket. The first mentioned option is more comfortable for agents, the latter saves computing resources if the AI summary is not always viewed. If you want to have a more granular control, you can override this setting for each group individually in the group management.
Hint
If you use an own Ollama server as provider, make sure to have the
llama3.2 model available for this feature or specify an available model
in the provider configuration.