The Summarize Ticket feature in Desk365’s AI Actions allows agents to quickly extract key information from lengthy ticket conversations. This is particularly useful for handling complex queries with multiple responses, ensuring agents don’t have to sift through long threads to understand the issue.
With Summarize Ticket, agents can:
- Get a concise summary of long ticket conversations.
- Understand key details at a glance.
- Copy and reuse the summary in responses or notes.
This guide walks you through enabling and using the Summarize Ticket feature step by step.
Enabling Summarize Ticket feature in Desk365
To use the Summarize Ticket feature, ensure the AI Action is enabled for your Desk365 agent portal.
- Navigate to Settings > Productivity > AI.
- Under the Advanced AI section, locate AI Actions.
- Enable the Summarize Ticket option.
Once enabled, the Summarize Ticket option will be available within ticket details.
How to use Summarize Ticket
Follow these steps to summarize a ticket conversation:
- Open a ticket that has a long conversation history.
- Click on AI Actions within the ticket details.
- Select Summarize Ticket.
4. AI will analyze the ticket conversation and generate a concise summary.
5. Agents can then:
- Regenerate a different summary if needed.
- Copy and Close to save the summary for use in responses or notes.
Benefits of using Summarize Ticket
- Enhances productivity – Saves time by eliminating the need to read through lengthy conversations.
- Improves accuracy – Ensures key details are not missed when handling tickets.
- Boosts collaboration – Makes it easier to share essential information with teammates.
By automating conversation summarization, Desk365 helps support teams respond more efficiently and focus on delivering high-quality customer service.
