Ticket and Thread Summarization in iOS
Understanding customers' queries and sending them empathetic responses with a clear solution is a challenge for every support agent. It can be difficult to carefully review and analyze every incoming thread in a ticket that has complex questions involving long-standing issues.
Zia can simplify the ticket content and the threads by summarizing them into simple, easy-to-understand text that can help agents quickly intuit the overall context of the ticket.
For ticket summary, the agents can select the type of conversation they want to summarize, which includes
- Incoming threads
- Outgoing threads
- Forwarded threads
- Private comment
- Public comment
The agents can also regenerate the ticket and thread summary for improved clarity and translate it into any language supported by Zia.
- The Zia GenAI services should be enabled in the web application in order to summarize tickets and threads in the mobile app. Learn more about enabling Zia GenAI
- By default, a summary is generated with the most recent 30 conversations, which includes incoming, outgoing, forwarded, public comment, and private comment.
- Summary can be generated for a maximum of 30 conversations and a minimum of one conversation.
- Each conversation should have a minimum of 50 words to generate a summary.
To view the ticket summary
- Open the Zoho Desk app.
- Tap on the required ticket.
- Tap on the Zia summary
icon in the header tab. From here, we can:
- Tap Regenerate to regenerate the summary.
- Tap Translate to translate the summary.
- Tap Conversations to select the type of conversation that needs to be summarized.
To view thread summary
- Open the Zoho Desk app.
- Tap on the required ticket.
- Tap the More icon in the thread.
- Tap Summarize thread.
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