Intelligent Ticket Analysis and Summarization

The AI Technical Summary module provides automated, comprehensive summaries of support tickets by analyzing all ticket communications, agent notes, and dynamic field data. This module helps support agents quickly understand complex ticket histories and make informed decisions.

Key Features

📊 Intelligent Content Analysis

  • Complete Ticket Processing: Analyzes all ticket articles including customer messages, agent responses, and internal notes
  • Dynamic Field Integration: Includes configured dynamic field values in the summary generation
  • Smart Article Prioritization: Processes articles marked as “Important” with higher priority
  • Duplicate Detection: Automatically filters out duplicate content to ensure clean summaries

🎯 Flexible Summary Generation

  • Heuristic Mode: Intelligently selects the most relevant content when dealing with large tickets
  • Full Content Mode: Processes entire ticket history when within configured limits
  • Article Numbering: Optional inclusion of article numbers (#1, #2, #50) for easy reference
  • Date Tracking: Optional inclusion of article creation dates for temporal context

🤖 Multi-Provider AI Support

  • Provider Options: Choose between ChatGPT, Chatbase, or ChatData
  • Model Selection: Support for various AI models (GPT-4, Claude, Gemini, DeepSeek)
  • Temperature Control: Fine-tune AI output consistency and creativity

⚙️ Advanced Configuration

  • Character Limits: Separate limits for:
    • Total API request size
    • Individual article content
    • Dynamic field content
  • Content Labeling: Customizable labels for different content sections
  • Request Prefixes: Tailor AI prompts to match your specific requirements

📈 Performance Optimization

  • Efficient Processing: Smart truncation ensures optimal API usage
  • Configurable Timeouts: Adjustable processing time for large tickets
  • Response Time Tracking: Monitor AI processing performance

🔍 Operational Transparency

  • Efficiency Metrics: Shows efficiency of content processing
  • Article Tracking: Lists which articles were included in the summary
  • Truncation Indicators: Clear indication when content was truncated
  • Character Usage: Detailed breakdown of character allocation

📝 Professional Output Formatting

  • Rich Text Rendering: Full markdown support including:
    • Headers and sections
    • Bold and italic text
    • Code blocks
    • Tables and lists
    • Links and quotes
  • Visual Indicators: Important articles marked with (i) indicator
  • Clean Layout: Well-structured HTML output for easy reading

🛠️ Diagnostic Features

  • Diagnostic Mode: Optional logging of API requests and responses
  • Performance Metrics: Detailed timing and processing statistics
  • Error Handling: Comprehensive error reporting for troubleshooting

Seamless Integration

The AI Technical Summary module integrates smoothly with your Znuny system through the Generic Agent framework. Once configured, it automatically processes tickets based on your defined criteria and adds comprehensive summaries as internal notes, helping agents quickly understand complex ticket histories.

Configuration Options

Content Processing

  • Dynamic Fields: Select which ticket fields to include in analysis
  • Article Subjects: Option to include internal note subjects
  • Article Numbering: Enable/disable article reference numbers
  • Date Inclusion: Add article creation dates for context

API Configuration

  • Provider Selection: ChatGPT, Chatbase, or ChatData
  • Model Choice: Select appropriate AI model for your needs
  • Character Limits: Configure limits for optimal performance
  • Request Customization: Tailor AI prompts for specific use cases

Performance Settings

  • Timeout Configuration: Adjust for ticket complexity
  • Temperature Settings: Control AI output variation
  • Diagnostic Mode: Enable detailed logging when needed

Use Cases

  • Complex Ticket Analysis: Quickly understand tickets with extensive communication history
  • Knowledge Transfer: Help new agents understand ongoing issues
  • Escalation Support: Provide managers with quick ticket overviews
  • Quality Assurance: Review agent handling of complex cases
  • Documentation: Generate summaries for knowledge base articles

Output Details

The module provides detailed operational information including:

  • Summary mode (Heuristic or Full content)
  • Articles considered and their importance status
  • Character usage breakdown by section
  • Efficiency level percentage
  • API response time

Integration

  • Seamlessly integrates with Znuny’s Generic Agent system
  • Compatible with existing ticket workflows
  • No impact on regular ticket operations
  • Configurable trigger conditions via Generic Agent

The AI Technical Summary module is part of the ZAICONNECT suite by ADDONFLOW, enhancing your Znuny helpdesk with intelligent ticket analysis capabilities.