Auto Summary
DZDESK can automatically generate summaries of requests and their activity.
Overview
Auto Summary provides:
- Quick overview of request content
- Activity history summaries
- Resolution summaries
- Handoff notes
Request Summary
What's Summarized
AI summarizes:
- Original request description
- Key issues identified
- Actions taken
- Current status
When Generated
Summaries created:
- On request view (on-demand)
- For long requests
- When requested by agent
- For reports
Example Summary
Original (500 words): Long description of network issues, symptoms, timeline, affected users, troubleshooting steps tried...
Summary:
User reports intermittent network connectivity affecting 5 users in Building A since Monday. Symptoms include slow speeds and disconnections. IT has rebooted switches without improvement.
Activity Summary
Timeline Summary
For requests with extensive activity:
- Key milestones highlighted
- Status changes noted
- Important comments extracted
Example
Activity Summary (15 events):
- Jan 15 10:00: Created by John Doe
- Jan 15 11:00: Assigned to Jane Smith
- Jan 15 14:00: Status changed to In Progress
- Jan 16 09:00: Escalated to Network Team
- Jan 16 15:00: Resolution identified
- Jan 16 16:00: Resolved
Resolution Summary
Generated When Resolved
When request closes, AI generates:
- Problem statement
- Root cause (if identified)
- Solution applied
- Prevention notes
Example Resolution Summary
Problem: User unable to access email Cause: Corrupted Outlook profile Solution: Created new Outlook profile and restored data Prevention: N/A - user error
Handoff Summary
For Request Transfers
When reassigning, generate summary for new agent:
- Current understanding
- Actions completed
- Pending items
- Context needed
Example Handoff
Status: In Progress, 2 hours spent Done: Checked network, rebooted device, updated drivers Pending: Need to test with different cable Note: User available after 2 PM
Using Summaries
In Request View
Click Generate Summary to see:
- Request overview
- Key points
- Recommended actions
In Queue View
Hover over request to see:
- Quick summary preview
- Key details
- Status context
In Reports
Include summaries in:
- Daily reports
- Weekly summaries
- Management dashboards
Configuration
Enabling Auto Summary
- Go to Settings > AI Features
- Enable Auto Summary
- Configure options
Options
| Setting | Description |
|---|---|
| Auto-generate | Generate automatically |
| Manual trigger | Only when requested |
| Summary length | Short/Medium/Detailed |
| Include in reports | Add to exports |
When to Generate
Configure triggers:
- Request exceeds X words
- Activity exceeds X events
- On request close
- On reassignment
Summary Quality
Accuracy
Summaries are:
- Based on actual content
- Condensed, not fabricated
- Fact-focused
Limitations
May miss:
- Nuanced context
- Implicit information
- Technical specifics
Human Review
Always recommended:
- Verify key points
- Add missing context
- Correct if needed
Use Cases
Manager Review
Quickly understand:
- What happened
- Current status
- Time invested
Shift Handoff
Efficient transfer:
- Key context preserved
- No re-reading everything
- Quick onboarding
Documentation
Archive with:
- Clear problem statement
- Resolution record
- Searchable summary
Best Practices
For Agents
- Document clearly for better summaries
- Review generated summaries
- Edit if needed
- Use for complex requests
For Managers
- Use for oversight
- Spot check accuracy
- Include in reports
- Train team on usage
Privacy
Content Handling
- Summaries stay in tenant
- No external processing
- Follows data policies
Sensitive Data
- PII minimized in summaries
- Generic descriptions used
- Agent review recommended
Related Topics
- AI-Powered Classification - Classification
- Smart Suggestions - Suggestions
- Activity Logs - Full history