Incorporate a "Summarize this ticket" AI model into Zendesk
Problem Statement
What is the problem?
There are several situations where a concise summary of a long-running support ticket would be extremely helpful:
- Handovers
- Coverage during OOO
- Pairing sessions
- Requests for Help
- Bringing in CSM, Account Manager, etc.
- Summarizing ticket history for the customer
Why is this a problem?
Support Engineers, Support Managers, CSMs, SWEs, etc, lose significant time reviewing long-running tickets to gain enough context on it so they can start contributing to solving the problems. The way we currently get around this is manually preparing summaries for other stakeholders, which is also time-consuming.
Proposal
We already have the Summarize Issue Comments feature. We can investigate whether Zendesk has plans to add this capability, or develop a bespoke solution with the AI Framework team.
DRI
@jgaughan will act as the DRI for this issue.
Required Resources
If we decide on developing our own solution, we'll need:
- Support from the AI Framework team
- Someone to implement the tool and integrate it into Zendesk
Potential Roadblocks/Things to consider
- There might be challenges integrating a bespoke tool like this into Zendesk, I don't have a sense for where the limitations are on integrations.
- Capacity of the AI Framework team to help us develop this
- Finding the right person, who has the capacity, to implement the feature
Desired Outcome
What does success look like?
- There's a one-button solution to accurately summarize Zendesk tickets
How do we measure success?
- The tool reliably generates a summary
- It accurately summarizes the most important points of the ticket
Where would future feedback go?
TBD
Related Issues/MRs/Epics/Tickets
Edited by John Gaughan