When a ticket appears in an agent’s workspace, they need to figure out how to prioritize it against other conversations, who could best solve the issue, and how the customer is feeling. An experienced agent might be able to determine these things at a glance. Still, when the tickets are piling up and the customers are pressed for a resolution, the agent’s time would probably be better spent actually resolving the issue. That’s where AI is a powerful friend—it can automatically analyze requests and figure out sentiment, tone, and language in order to route and prioritize issues. That way it lands in the hands of the right agent who can solve the issue most effectively. The AI Ticket Summary app runs automatically every time a ticket is created or a customer sends a reply. It generates the following fields and inserts it as a Private Note in the ticket: a) Summary: Summarizes the description or reply. This helps your agents quickly understand the issue at hand by providing a concise overview. b) Sentiment analysis: Identify the sentiment of the customer. This can help the business better understand how the customer feels about your product or service. c) Topic modeling: Identify the topics. This information can be used to identify common issues or concerns that customers have and help businesses prioritize or improve their product or service. d) Customer profiling: Create a profile of the customer, including their communication style and tone. This can help agents tailor their communication and support to the individual needs of the customer. How does it benefit your business? ⭐️ Improves agent productivity - Your agents spend lesser time poring over lengthy ticket descriptions and responses. ⭐️ Reduces response times - Your agents get more done with less. ⭐️ Increases customer delight - Ultimately, your customers benefit from all the improved effeciency. Advanced configuration options: - Customize the "prompt" used to generate the summary using OpenAI. - Create multiple automations that run in response to creation of a ticket or customer replies. - Restrict tickets on which the automations run by adding filter conditions based on ticket properties and contact details. - Chain multiple actions in an automation: choose from preset Freshdesk actions like Send Reply, Set Ticket Priority, Add a Tag, etc.

To install this app, you will need to validate your Freshdesk account. ➡ Open AI Key: Get your Open AI API key from https://openai.com/api. ➡ Freshdesk Domain: Entire domain name of your Freshdesk account. For example, contosoapp.freshdesk.com. ➡ Freshdesk API Key: How to find your API Key? https://support.freshdesk.com/en/support/solutions/articles/215517-how-to-find-your-api-key 1. Login into your Freshdesk account 2. Click on your profile picture on the top right and select 'Profile Settings' 3. In the sidebar on the right, you will find the API Key 4. Copy-paste this and verify your Freshdesk account Verify your Freshdesk credentials and click Install.