Using AI Ticket Summaries

AI summaries give you a quick overview of any ticket without needing to read through every message in the thread. They are generated automatically and update as the ticket progresses.

What Does the Summary Show?

Each summary provides a concise breakdown of the ticket, including:

The core issue — what the end user is reporting or requesting
Key details — relevant technical information, error messages, or account details mentioned in the conversation
Current status — where things stand, including any actions already taken by staff or the end user
Recent updates — what has changed since the last summary
Customer sentiment — a sentiment indicator showing how the customer is feeling about the interaction

The summary is not a word-for-word transcript. It distills the conversation into the most important points so you can get up to speed quickly.

Tip: Summaries are especially helpful when you are picking up a ticket that another agent started. Instead of scrolling through the entire history, the summary gives you the context you need in seconds.

Where Does It Appear?

The AI summary appears in a dedicated panel on the ticket detail page. When you open a ticket in osTicket, look for the Flexivity AI section — the summary is displayed prominently so you can read it before diving into the full conversation thread.

When Are Summaries Generated?

Summaries are generated automatically at two key moments:

When a ticket is created — the initial summary captures the opening message and any details provided by the end user.
When a ticket is updated — any new reply, note, or status change triggers a refreshed summary that incorporates the latest information.

You do not need to do anything to trigger a summary. It happens in the background.

What Does “Processing…” Mean?

When you see a “Processing…” status in the summary panel, it means the AI is currently generating or updating the summary. This typically takes just a few seconds. The summary will appear automatically once processing is complete — there is no need to refresh the page.

If the processing status persists for more than a minute, it may indicate a temporary delay in the AI pipeline. The summary will still be generated; it just may take a bit longer than usual.

How to Read the Summary Effectively

Here are a few tips for getting the most out of AI summaries:

Start with the summary before reading the thread. It gives you a mental framework for the conversation, so the individual messages make more sense in context.
Use it for handoffs. When reassigning a ticket to another agent, the summary ensures they have the full picture without you needing to write a separate note.
Cross-reference when needed. The summary captures the highlights, but if you need exact wording or specific details, check the original messages in the thread.

Providing Feedback on Summaries

Every summary includes thumbs up and thumbs down buttons. After reading a summary, take a moment to rate it.

Note: Feedback is completely anonymous. No user information is captured or tracked when you submit a rating.

Here is what each button means:

Thumbs up if the summary accurately captured the important details and was helpful.
Thumbs down if the summary missed key information, was confusing, or did not reflect the ticket accurately.

Your feedback is tracked in the analytics dashboard, helping administrators and the Flexivity AI team identify where prompt adjustments are needed. It only takes a second and has a real impact.

What If a Summary Seems Inaccurate?

Occasionally, a summary may miss a detail or mischaracterize part of the conversation. This is normal and is addressed through prompt adjustments informed by your feedback.

If you notice an inaccurate summary:

Use the thumbs down button to flag it. This is the most important step.
Rely on the original ticket thread for the accurate details.
Do not worry about correcting the summary itself. It will be regenerated when the ticket is next updated, and your feedback helps inform prompt adjustments for better results.

Tip: Negative feedback is just as valuable as positive feedback. Do not hesitate to thumbs down a summary that misses the mark — it helps administrators and the Flexivity AI team understand what matters to your team.