Ticket/thread summarization

• Incoming threads
• Outgoing threads
• Forwarded threads
• Private comment
• Public comment

• The Zia GenAI services must be enabled in the web application in order to summarize tickets and threads in Radar. Learn more about enabling Zia GenAI
• The generated summary covers the most recent 30 conversations, including incoming and outgoing replies, forwards, and public and private comments. 
• A summary can be generated for a maximum of 30 conversations and a minimum of one conversation containing 50 words at the least. 
  
  
  

To view ticket Summary

1. Open the Radar app.
2. Go to Views.
3. Tap a ticket to view its details.
4. Tap the Show Summary button.
    
   
5. You can do the following with the generated summary: 
   

• Tap the Regenerate button to view a different version of the same summary.
  
  
• Tap the downward arrow, then select Settings to customize the summary.
  
  
• Tap the downward arrow, then select Translate to view the summary in your preferred language. 

To view thread summary

1. Open the Radar App. 
2. Open the required ticket.
3. Tap the More (...) icon in the thread. 
4. Tap Summarise.  

 

Reply Assistance

Note

• Reply assistance is available only in departments that have an active Answer bot. 

• Relevant knowledge base articles must be available to generate responses. Otherwise, the reply assistance will not be able to provide a response. The following message will be displayed. 
  

To access Zia reply assistance

1. Open the Radar app and click Views.
2. Tap on the required ticket.
3. Tap the Zia icon at the bottom.
4. Tap Reply Assistance. 
   
   
   
5. You can do the following with the generated response: 
   

• After reviewing the response, tap Use As Reply. The response will be added to the reply editor, from which you can edit and send it. 
• Tap Regenerate if you're not satisfied with the response. 
• Tap the down arrow, then Tone to make it diplomatic, formal, informal, assertive, or humorous.
• Tap the down arrow, then Length to elongate or shorten the response.
• Tap the down arrow, then Translate to change its language.
   

Content Generation

To generate content

1. Open the Radar app and go to Views. 
2. Tap the required ticket. 
3. Tap the Zia logo at the bottom.
4. Tap Generate Content. 
5. Enter a detailed prompt and tap Go. 
   
   
   
6. 
   You can do the following using the generated content: 
   

• Tap Paste to Request to add it to the reply editor. You can edit and send it from there. 
• Tap Regenerate for a different version. 
• Tap the down arrow, then tone to make it diplomatic, formal, informal, assertive, or humorous.
• Tap the down arrow, then select Length to elongate or shorten the response.
• Tap the down arrow, then select Translate to change its language.
• Tap the Copy icon to save a duplicate in the clipboard.