Ticket Summarization: Speed up Help Desk Ticket Resolution With GenAI

Celeste Mottesi February 28, 2024
- 4 min read

Some help desk tickets are solved in just one exchange. Others might need more interactions, more people to review them, or even require escalation. All that back and forth generates multiple messages, and new observers may need up to 10 minutes to catch up. You can now use the Ticket Summarization feature on InvGate Service Desk to speed this up!

Using generative AI, this feature can create a brief ticket summary with the incident’s main activity. This can shorten the time it takes to onboard someone new to a complex ongoing incident by up to 90% (from 10 minutes to less than 1 minute), based on internal testing.

Let’s see how it’s done.



What is the InvGate Service Desk Ticket Summarization capability?

With Ticket Summarization, users can generate a brief summary of all ticket activity to date when their collaboration or approval is needed. And they can opt to post the ticket summary as an internal comment for future reference!

This feature is part of the InvGate AI Hub, a set of capabilities powered by artificial intelligence that IT teams use to enable every other team in the company.


Benefits of creating a ticket summary

Summarizing the ticket activity quickly is essential to know what happened, what has been done to solve the problem, and who was involved. This is especially true for managers and tier 2 support analysts.

Now, you can onboard new collaborators in less than a minute and save time for approvers and agents in higher levels of IT support.

As a result, you’ll reduce the time spent by agents when added to a ticket, and improve resolution times.

And there’s more: InvGate AI Hub

Ticket Summarization is just one of the multiple features that shape InvGate AI Hub, along with AI Responses, Knowledge Article Generation, and more. If you want to take a look at them by yourself, go to Settings >> AI Hub and enable them! The free beta is available to all cloud customers. 

And remember that if you want to try InvGate Service Desk, you can request our 30-day free trial with no strings attached!

Read other articles like this : InvGate News, AI, InvGate Service Desk, Ticket Management, Product news & updates

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