Ticket Summary

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. To configure it under AI > Ticket Summary, the permission admin.ai_assistance_ticket_summary is required. Make sure to configure an AI provider before you activate the feature. Otherwise, a warning message will tell you to do so. Agents get notified for a new AI summary by a pulsing dot as indicator on the summary sidebar tab.

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.

Summary Services

Configure what the summary should include. After activating the 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.

Summary Generation

In general, the ticket summary is only triggered if the ticket got updated since the last summary generation. You can choose the timing of the generation or hide the sidebar tab at all via the dropdown:

On ticket detail opening

The summary is generated when an agent opens the ticket. This can be more comfortable for agents as the summary is already present or at least triggered when the agent wants to read it.

On ticket summary sidebar activation

This option can save computing resources if the AI summary is not always viewed. However, it can happen that an agent has to wait for the summary to be generated, depending on the ticket size and the resources.

Hide ticket summary sidebar

This hides the summary sidebar tab at all. This option can be useful if you want to enable the summary for specific groups only. Check the group settings section about where to configure the summary for each group individually.