The Summarize feature automatically generates brief overviews of entire ticket conversations, including all replies up to the current point. This enables support agents to easily share important information across teams for collaborative purposes. It helps agents and collaborators quickly understand the key points of a ticket without having to read through all the interactions.

This article contains:

  1. Benefits of Using Summarize
  2. Important Considerations for Using Summarize
  3. Enabling or Disabling the Summarize feature
  4. Using Summarize
  5. Other Use Cases for Summarize
  6. See More

Benefits of using Summarize

  • Automates ticket summaries for efficient collaboration.
  • Saves time by reducing manual effort in summarizing long tickets.
  • Ensuresaccurate and up-to-date information is available for all team members.
  • Enhances personalized communication by delivering summaries in the agent's profile language.

Important considerations for using Summarize

  • Summarize delivers output in the agent's profile language for more personalized communication
  • Admins must enable the feature in the Admin panel to make it available to agents
  • Summaries made by deleted agents cannot be edited
  • Summaries cannot be generated based on private notes or from child tickets

Enable or disable the Summarize feature

  1. Go to Admin settings.
  2. Click the Freddy icon. For Freshdesk Omni(CSS) account, go to Self Service and AI > Freddy for Tickets.
  3. Navigate to Ticket content assist feature under Freddy AI Copilot.
  4. Toggle the switch to the right to enable the feature or to the left to disable it.

Use Summarize

  1. Click on 'ticket summary': 
    1. Navigate to the ticket you want to summarize and click the ticket summary button.
    2. The Summarize feature automatically generates a summary based on all replies made until that point.
  2. Save the Summary: Click Save Summary if the summary is satisfactory. You can also directly edit the text in the summary box and then save it.
  3. Update the Summary: To update the summary later, click the edit button, make necessary changes, and click Update to save it.
  4. Regenerate the Summary: If new replies are added, regenerate the summary to include them by clicking edit and then Generate summary. This will replace the old summary with a new one that includes all the latest updates.
  5. Delete the Summary: If needed, delete the summary by clicking the delete button to remove it from the ticket and start fresh.


Other use cases for Summarize

  • Add a ticket summary to a Private Note.
  • Include a summary while forwarding a ticket.
  • Use summaries when linking tickets.
  • Create summaries when establishing parent-child tickets.


Note: This feature is currently available as an add-on for Freddy AI Copilot for Pro and Enterprise plans. Contact your account manager or visit your billing page to purchase.
The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.