Sometimes, some support tickets take time and multiple back and forth messages to get resolved. I’ve personally seen some tickets extend to 10s of messages. This is just how some industries work. Tech support for example; agents take a lot of time just to figure out the exact issue the customer is facing, and then getting into solution mode.
And you’re part of a fairly large customer support team where you often have to work on tickets other agents previously worked on, you end up spending a lot of time getting up to speed on the context of the ticket. But with the help of AI, you can speed up that process with AI summaries.
Here’s how you can generate AI powered ticket summaries on Zendesk: