This article will help TDAdmin users to turn on AI Ticket Summaires, as well as inform TDNext users about how AI Ticket Summaries work. All users with access to a ticketing application that has AI Ticket Summaries turned on will be able to view and interact with AI Ticket Summaries on tickets within that application.
Overview
AI Ticket Summaries, when turned on for a Ticketing Application, will display in a "View Ticket Summaries" expandable element at the top of each ticket. TDNext users can use AI Ticket Summaries to gain a quick understanding of the ticket details and recent activity so that they may be able to take action more efficiently.
Where to Find This
This feature appears in the TDAdmin and TDNext interfaces.
- TDAdmin > Applications > [Ticketing Application Name] > AI Settings
- TDNext > [Ticketing Application Name] > Ticket Details
Enabling AI Ticket Summaries
AI Ticket Summaries will be defaulted OFF for all ticketing applications. To enable AI Ticket Summaries:
- In TDAdmin, click Applications in the left navigation
- Select the desired Ticketing Application
- Click AI Settings in the left navigation
- Toggle ON the setting for AI Ticket Summaries
Using AI Ticket Summaries
- After AI Ticket Summaries are toggled on for a ticketing application, TDNext users with access to that ticketing application can view AI Ticket Summaries at the top of the ticket in the 'View Ticket Summary' expandable panel.
- Summaries will contain a Ticket Details summary, which summarizes content in the Title and Description fields, as well as any content in free text custom attributes.
- Summaries will also contain a Recent Activity summary, which summarizes the most recent Communication-type feed entries.
- Summaries are generated whenever the 'View Ticket Summary' panel is expanded after opening or refreshing a ticket.
Security
- Data is not being shared outside TeamDynamix's cloud environment.
- AI Ticket Summaries are not stored by the AI solution nor TeamDynamix. The data from the ticket will be passed to the AI solution for summarization, and then presented back on the ticket.