We appreciate the “View Ticket Summary” feature. It helps us quickly understand the overall narrative of a ticket — what the customer reported, how the agent responded, what research was done, and the current status.
However, it does not provide a distinct “Issue Definition” that clearly outlines the problem being reported, along with all relevant details and reproducible steps.
In scenarios where an agent is working on a long or complex ticket and needs assistance, the existing summary isn’t quite enough. Before escalating to a senior team member, agents need a structured Issue Definition that includes:
- A clear and succinct description of the issue, question, or observed behavior
- Confirmation of the customer’s objective or desired outcome
- Steps to reproduce
- Relevant environment or configuration details
- Troubleshooting attempted
At the moment, it does not appear that Agent Copilot can generate this type of structured issue summary.
We’re aware of the newly announced feature that lets admins use Zendesk AI to quickly build a new knowledge-base of articles based on recent tickets. This functionality extracts the kind of information that would belong in an Issue Definition, but it also includes cause and resolution. We understand this feature is currently limited to Zendesk instances without an existing knowledge base, and that expansion for instances with an existing KB is planned for next year.
What we’re requesting here is closely related. We envision an AI-powered feature (perhaps via Copilot) that analyzes a ticket and automatically produces an Issue Definition — similar to generating a knowledge article, but designed for tickets that are still in progress and not yet resolved.
The current “Create article from ticket” workflow (as described in the help center article: Creating and requesting articles while working on tickets at https://support.zendesk.com/hc/en-us/articles/4408835161114-Creating-and-requesting-articles-while-working-on-tickets) still requires manual extraction of information. Step 5 specifically states that information from the ticket is not automatically populated, which reinforces the need for an AI-assisted option.
My note: this was spawned from my ticket: 14093025
So, we would like to request an AI / Copilot / Auto Assist feature generates a structured Issue Definition rather than a general summary. Ideally this could be developed alongside the upcoming enhancements for generating knowledge articles from existing tickets.
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!