Ticket summary

1m 15s — Last updated: 15 July 2024

Current ticket summary

The 'Generate Ticket Summary' button

When a support ticket already has a lot of notes, it can take time for a new technician to get up to speed on what has already been attempted to try and solve the problem.

Clicking the Generate Ticket Summary button consolidates important information and attempted solutions, enabling technicians to quickly understand the ticket's current state.

We also recommend technicians generate a summary and save it as a note against the ticket before escalation ready to brief the next technician to work on it.

Related ticket summary

When hovering over Related Tickets, you can click the Summary button to generate a summary of that ticket within the Insights POD — without navigating away from the current ticket.

Generated summaries can also be converted into customer-facing communications for email updates about completed work. See the Rewrite for customer feature.