Summary:
The “Ticket Summary” feature is great and really saves our agents time. Many of the tickets we receive come to us with a standard ticket subject line (Shared Tickets from another instance). When both looking at list of these tickets and reporting on this via Explore, the attribute “Ticket Subject” for these cases does not give us any indication of what the nature of the ticket is (whereas other webform and email tickets you can generally get an idea what the ticket is about from the subject/title alone) .
Right now, for these (and other tickets) we are going into each ticket and clicking on “Ticket Summary” to generate an AI description of that ticket. Because Ticket Summary is (currently) not a reportable attribute in Zendesk Explore, we are then taking this generated summary and copy/pasting it to a custom field on the ticket (named “AI Summary”) which we can then report on from Zendesk Explore.
If this could be
1). automatically generated and
2). a reportable attribute,
this would save us considerable manual (mindless) effort in allowing us to be able to report on this. To continue painting the picture, we then take all of these AI Summaries and further use AI (outside of Zendesk) for analysis such as “what are the top 10 themes on why people are reached out to us in the last week" say for a bulk of tickets we export for the week. This analysis can help us better address tickets that are coming in, etc.
Thank you,
-Matt Russell
Customer Service Delivery Manager
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!