Bring findings together
Information from the included messages is consolidated into an overview.
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AI Technical Summary
Take over the case. Without starting from scratch.
Summarises the relevant history, previous actions and open questions. Useful for handovers, escalations and returning to older cases.
Take over without piecing the case together again.
A handover needs more than the latest message. The next agent needs to know what has been checked, what has been tried and which questions remain. AI Technical Summary prepares a technical overview of the included ticket history.
The result is recorded as an internal ticket article. It gives colleagues a shared starting point for handovers, escalations or returning to a case after a break. The original messages remain available for detailed review.
AI Technical Summary · IN USE
Keep the current situation with the ticket.
The internal summary brings findings and open questions together so the next agent can continue from the work already done.
Ticket#10428 · External access fails after an update
BackMark as seenPriorityCommunication
ARTICLE OVERVIEW
AI Technical SummaryInternal
Customer follow-upEmail
AI Technical SummaryINTERNAL ARTICLE
- Known so far
- Access works on the company network. The issue affects external connections.
Illustration using fictional support data. The interface and output are simplified for explanation.
TICKET ACTION
Start the task from the ticket menu
Open AI Ticket on the ticket and choose the required task. The result is saved as an additional internal article in the ticket.
VALUE FOR YOUR TEAM
Hand over a case with a useful overview.
Avoid repeating checks
Previously documented actions are easier to find before starting the same investigation again.
Prepare escalations
Pass on a technical overview and add any information still needed.
HOW YOUR TEAM USES IT
Create a technical summary for the next agent.
- 1
Open a ticket and select the technical summary.
- 2
Zai-LLM processes the configured ticket context.
- 3
Review the overview and use it to continue the case.
The summary helps agents get oriented. Its included content is configured for your use case; important details remain available in the original history.
Before production use, test the add-on and chosen settings in your Znuny test environment and obtain internal approval. Setup and testing assistance is available on request.
AI Technical Summary
Let’s look at your use case.
Tell us your Znuny version and the task you want to improve. We will demonstrate the relevant module and discuss your rollout.