Zendesk AI Summaries: How AI is Changing Ticket Management

Zendesk is known for helping businesses manage customer support efficiently, and its AI-powered ticket summarization is one of the tools making life easier for agents.

Using OpenAI’s Enterprise GPT, Zendesk automates the summarization of long ticket conversations, helping agents get to the core of issues without sifting through all the details. This feature enables teams to respond faster and manage more tickets, improving the overall customer service experience.

Key Features

• Automatic Summarization: Zendesk’s AI generates summaries of public comments on support tickets, providing agents with an overview that highlights key points.

• Contextual Awareness: The AI tool analyzes the conversation to understand its context, ensuring summaries reflect the full ticket, not just isolated comments.

• Sentiment and Tone Detection: AI identifies the tone and sentiment in customer interactions, enabling agents to adjust their approach based on the emotional state of the customer.

How Zendesk AI Summaries Work

Here’s a look at how Zendesk AI Summaries automate ticket management:

1. Ticket Analysis: AI scans public comments in tickets, identifying key details like the issue, actions taken, and current status.

2. Contextual Summarization: The AI doesn’t just extract random information; it processes the conversation to summarize the most important aspects of the ticket.

3. Real-Time Updates: The AI updates summaries as new information is added, keeping agents aware of any changes in the ticket status.

4. Actionable Summaries: Agents receive concise summaries that allow them to quickly grasp the problem, such as: “The customer reports they aren’t receiving notifications after an update.”

This process saves time and reduces the chance of missing important details. eesel AI offers similar summarization, but with more flexibility in how the AI handles different types of tickets and platforms.

Benefits of Using AI Ticket Summaries

AI ticket summaries offer a range of benefits for support teams:

• Time-Saving: Agents can focus on resolving issues rather than reading through long ticket threads, speeding up response times.

• Improved Clarity: AI-generated summaries provide a clear overview, ensuring agents focus on the most critical details.

• Enhanced Customer Satisfaction: Faster ticket resolution leads to happier customers, contributing to improved CSAT scores.

• Better Collaboration: The AI Summary ensures smooth handoffs between agents, reducing miscommunication and making it easier for teams to work together.

• Scalability: For businesses dealing with a high volume of tickets, the AI tool helps agents manage more inquiries without sacrificing quality.

For those looking for more control, eesel AI offers a flexible alternative with more options for customizing the summaries and integrating with additional platforms, making it ideal for large or complex teams.

Customization Options and Feedback from Agents

Zendesk has listened to its users and introduced customization features for the AI Summary tool, allowing teams to tailor the output to their needs:

• Tone and Language: Agents can adjust the tone and formality of the summaries to align with their company’s communication style.

• Blocked Phrases: The tool can block certain words or phrases to ensure summaries match the company’s preferred terminology.

• Custom Terminology: Companies can customize summaries to use internal terms like “requester” instead of “customer,” ensuring consistency.

Zendesk has also taken agent feedback seriously, implementing features such as interface adjustments to reduce the space taken by summary panels and adding access controls to limit which agents can use the tool.

Getting Started with Ticket Summaries

There are several ways to implement ticket summarization into your workflow. One way is to use Zendesk’s inbuilt ticket summarization feature.

To do so, follow these simple steps:

1. Access the Admin Center: Log in and go to the Agent Tools section under Workspaces.

2. Enable Generative AI: Activate the AI Summary tool under Generative AI.

3. Customize Settings: Adjust the tone, terminology, and structure of summaries to fit your team’s needs.

4. Start Using Summaries: Once activated, agents will see real-time summaries generated within tickets.

Tips for integrating AI Summary into your workflow:

• Train Your Team to rely on summaries for quick overviews but review important details if needed.

• Monitor Summary Accuracy and adjust settings as required for improved relevance.

• Leverage the Tool for High-Volume Tickets, freeing up agents to handle more complex issues.

However, Zendesk’s native summarization features and AI can be limited. For businesses looking for more integration options, eesel AI provides a similar setup but with the added benefit of cross-platform flexibility. A free trial of eesel AI is available to explore its capabilities before committing.

Which Is Right for You?

AI ticket summarization transforms customer support by automating ticket summarization, saving time, and improving the quality of service.

For teams looking for even more customization and cross-platform flexibility, eesel AI is a powerful alternative.

Both tools offer a path to more efficient, scalable support operations. Whether you choose Zendesk or eesel AI, these tools will help your team handle more tickets with greater efficiency.

Zendesk’s tool is built to boost efficiency, but eesel AI takes it a step further with full customization of tone, structure, and content. In addition, eesel can integrate across multiple platforms like Google Drive, Slack, and Confluence, making it a versatile option for teams using various systems.

eesel AI offers even more customization, allowing users to control the structure, content, and tone of summaries across multiple platforms, making it a flexible solution for teams needing detailed customization. It excels in cross-platform environments, allowing companies to manage customer interactions across various tools, offering an adaptable solution for teams using more than just Zendesk.

Ready to explore eesel AI’s benefits? Start a free trial or book a demo to see how it can enhance your customer support experience.