Every Ticket opens with an AI-generated summary so you can get up to speed without reading the entire conversation history.
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What the summary covers
The AI Summary card appears at the top of the ticket tabs and includes:
The core issue or request, as described by the customer
Relevant context, like company and product area
What's happened so far, including anything still pending
Any commitments already made to the customer
Draft with AI in Stream Responses
- In the stream of a ticket, you can draft an AI response back to a client.
- Once you draft with AI, you have the option to revert or try again.
- If you use Draft with AI while text already exists in the response field, it will trigger a "Replace what you have written?" prompt.
- If you press Replace and decide you don't want to move forward with the AI-generated content, you can revert back to what you originally wrote.
How it stays current
The summary refreshes automatically as new messages or meaningful activity come in, so you're never looking at stale context. If you want a fresh read at any point, you can dismiss or regenerate the card.
Note: AI-generated content is always clearly labeled, so it's never mistaken for something written by a person.
Where to go next
Tickets is available as a paid add-on module. To enable it for your team or talk through pricing, reach out to your Account Manager.
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