We appreciate the new feature where ticket summaries are now accessible via reporting and API requests as it's something we've been hoping for since they were introduced.
After speaking with support, it has been confirmed that only those tickets where an agent has clicked ‘generate’ summary will it be accessible. I understand this at a certain level, as ultimately the summaries don't exist unless they're generated. However, it's a little disappointing as we have no way of automatically generating the summary unless the agent explicitly clicks ‘generate’.
Our core use case for reporting on ticket summaries is our general customer support team as this how we may identify trends in queries and potential issues. Summaries would give us more detail than intents or categorisation currently do. 90%+ of our customer support tickets are via messaging and resolved within 15 minutes and so agents rarely generate a summary. On top of this, we were hoping to utilise the API auto-note customer accounts on our backend. We can ask agents to manually generate a summary at the end of every conversation, however this adds another simple - but manual - step as we aim to reduce manual workload on agents whilst they focus on handling customer queries.
Ideally, ticket summaries would be generated automatically without manual input and refreshing every 5 minutes or so to ensure they're not constantly changing (and therefore they would have a use in a ticket view as well). Alternatively, we could have a ‘Generate ticket summary’ trigger action so we could fire it whenever a ticket has been solved which would also be a step in the right direction.
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!