Ticket summary - automatic, not manual

That's an interesting idea. For a large number of our tickets, a summary isn’t necessary because we can usually assess them using tags and other fields. While I definitely see the value in having summaries, automatically generating one for every ticket—either upon closure or on a set schedule—could be excessive. We all know that AI processes consume a significant amount of computing power, and for those of us conscious of environmental sustainability, it’s important to have the option to opt out, limit, or fully control this feature. This is especially relevant since we could be charged for each API call involving AI. Flexibility in how and when summaries are generated would not only help manage costs but also support our sustainability efforts.

Hi Scott,

Appreciate the thoughtful points, but I’d argue automatic summaries for all tickets are essential, not excessive.
 

Data coverage: Right now only ~3 % of our tickets have summaries because agents have clicked on summary, leaving massive blind spots in analytics, automation, and reporting. 
CRMs like Microsoft Dynamics 365, Salesforce Service Cloud, and HubSpot Service Hub already auto-generate summaries for every case or conversation - it’s proven and scalable.
 

API/cost concern: Zendesk already relies heavily on APIs (webhooks, auto assist, triggers, events, custom field updates, etc.), so one additional summarisation call per ticket is negligible. This process is internal, not a constant external API hit. The payoff in complete, consistent data far outweighs the cost.

Control and sustainability: Automation can still be configurable e.g. trigger on ticket closure, exclude internal types, or batch overnight. But the default should ensure every ticket has a summary available in Views, Explore, and API exports from day one.

In short: Automatic summaries mean full data, faster insights, and smarter automation. Other platforms do this seamlessly - Zendesk should too.

This is a must. Being able to add ticket summaries to reports and views is rendered completely useless if summaries are not auto-generated. We have reports and views that contain mostly blank summaries so there is a column taking up space on the page for no reason. Being able to add summaries to view was expected to be helpful to get a snapshot of open issues, or provide insights when tickets are sitting in view we use specifically for re-routed issues. Seeing basic ticket fields or tags insufficient to understand actual context in what may have transpired. It is a horrible user expeience to force all agents to hit summary and refresh on every ticket every time they update. Users having to refresh renders reporting useless if hte summary is not current. Overall a pretty big miss. 

Yes please, we use these summaries to generate insights for data analysis so the more the better. Right now, not all tickets have summaries so having them turned on by default (or the ability to backfill up to a certain time range) would be fantastic!!

This feature is an essential part of getting value out of the ZD platform in today’s world, especially since trend analysis remains outside of the scope of Explore Reporting. Ideally the AI Summary would be generated once a ticket is put in the Solved Ticket status and remains there for a certain period of time. 

We manually do this for several processes beyond trend analysis including a KCS QA process outside of ZD QA. Looking forward to it being released so we can reduce the burden on our Agents and greatly improve data integrity!