About Ticket Summaries

Note: Global Admins can enable AI summarization at the Syncro account level from the AI Settings page. This feature requires Syncro's Team Plan.

When enabled, a Summary section appears at the top of the Ticket Details Page for all eligible tickets. It contains real-time, automated overviews of the issue, troubleshooting history, and next steps, eliminating the need to parse long comment threads. Benefits include:

• Accelerated Handoffs: Saves 5–10 minutes per ticket by allowing technicians to instantly scan the "Monday Morning Pile" or reassigned tickets.
• Reduced Rework: Provides a structured history of attempted steps to prevent repetitive troubleshooting and improve the experience for frustrated repeat callers.
• Permanent Institutional Knowledge: Automatically generates a final resolution summary upon ticket closure, building a searchable repository to help junior technicians solve complex issues.

Summaries are generated and updated automatically when:

• A ticket is created,
• A customer replies,
• The ticket status changes,
• The ticket is reassigned, and
• Moved to a "Resolved" state. (A permanent summary of the issue and final fix is archived for institutional knowledge.)

To ensure summaries remain technically focused and secure, the system applies the following logic:

• Excluded: Credentials, passwords, personal contact details, and personal names.
• Included: Technical identifiers (e.g., error codes or specific sender addresses) are included only when essential to understanding the issue, such as diagnosing an email routing problem.

For tickets to be eligible for AI summarization, all of the following criteria must be met:

• Total comment character count ≥ 1,000 and ≤ 100,000,
• No single comment exceeds 50,000 characters,
• Total text does not exceed 200,000 characters,
• Ticket has ≤ 100 comments,
• Ticket is not system-generated or automated, and
• Ticket is not a Repair Shopr ticket.

How to Use

The Summary section defaults to being collapsed:

Expand it to see the details:

Technicians can also:

• Manually refresh the summary for an on-demand update at any time using the icon in the upper right. 
• Give feedback using the thumbs up/down buttons. This feedback (along with the full context that produced the summary) is captured and used to improve future summary quality through prompt refinement and model tuning. The more your team uses it, the better it gets.
• Use the Copy icon to copy the Summary to the clipboard.