How to Use AI Ticket Summary?

AI Ticket Summary condenses a full ticket conversation into a short, plain-language recap, so you can grasp the context of a thread without reading every message. It appears at the top of the conversation inside any open ticket in ProProfs Help Desk.

What Is AI Ticket Summary?

AI Ticket Summary is an AI-generated overview that sits above the conversation in a ticket. It reads the entire email thread and returns a few concise points covering what the customer asked and how your team responded. This lets you catch up on a ticket’s history at a glance instead of scrolling through every reply.

Why Use It?

AI Ticket Summary saves the most time on tickets with a long back-and-forth.

• When you pick up a ticket another agent started — the recap tells you what has already happened before you reply.
• When a thread runs to dozens of messages — you get the key points without scrolling back to the top.
• When you reopen a ticket after time away — the summary restores the full context in a few seconds.

Example Use Cases

• A support agent takes over a reassigned ticket and reads the summary to catch up before replying.
• A team lead reviews a ticket and uses the summary to judge how the conversation was handled.
• A new hire opens an active ticket and relies on the summary to understand the issue without interrupting a colleague.

Step-by-Step Instructions

Step 1: In the Tickets list, click a ticket to open its conversation.

Step 2: At the top of the conversation, find the AI Overview bar above the first message.

Step 3: Click View Summary to generate the recap.

Step 4: Read the summary points to catch up on the ticket before you reply.