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Condense a ticket history with AI

Bringing long ticket histories down to the essentials – the AI creates a summary in the matter of the ticket from 30, 50 or more activities.

Prerequisites

  • A connected AI in the tenant (see Connect an AI)
  • Access to the ticket you want to condense

Some tickets grow over weeks: follow-up questions, interim updates, three colleagues joining in, an attachment someone forgot. Thirty, fifty, sometimes far more activities. Whoever takes over such a ticket first reads their way in – or has the AI condense it and starts with the current state instead of the whole story.

Not to be confused with the Merge action. That one has existed in the ticketing system for a long time, and it does something completely different: it merges several tickets into one – for instance when a customer has opened a second ticket for the same matter. It has nothing to do with AI. See Work with tickets. This page is about condensing the content of a single ticket.

When it’s worth it

  • At handover. A colleague is off sick, you take over their ticket.
  • After leave. What happened over the past two weeks?
  • Before a customer call. The current state in five sentences instead of forty entries.
  • At escalation. Whoever has to decide won’t read forty entries.

For a ticket with three entries it isn’t worth it – reading is quicker there.

How to do it

  1. Open the ticket.
  2. Call up the ticket’s actions and, in the Management area, choose Generate ticket matter.
  3. The summary then appears in the matter of the ticket field in the Master data.
A ticket with the Activities tab: on the left the Details section with assignments and actions, in the middle the history with five entries stacked, on the right the selected entry in full text
1 The ticket with its history – this is the material the AI condenses
The ticket's action overview, divided into General, Management, Time tracking and Other; in the Management area are the entries Merge and Generate ticket matter, the latter highlighted and showing its tooltip
2 The ticket's actions – "Generate ticket matter" is the AI feature; "Merge" next to it merges tickets
The ticket's Master data tab: the matter of the ticket field holds the generated summary with an introductory paragraph and the subheadings Decisions, Open questions and Current state. The contact's email address is redacted.
3 The result in the "matter of the ticket" field – with decisions, open questions and current state

What comes out of it

The AI doesn’t just return a short prose version but structures the history around what matters to a handler:

  • an introductory paragraph with the overall picture,
  • Decisions – what has been decided along the way,
  • Open questions – what is still pending,
  • Current state – where the ticket stands now.

That is exactly why the result lands in the matter of the ticket: it is the short description of the request and is always shown above the individual activities – no scrolling, no searching. Whoever opens the ticket sees the current state first and only then the story.

The matter is overwritten in the process. Whatever was there before – usually the original request – is replaced by the summary. The activities themselves remain untouched; the original of the first request still stands in the history.

A dedicated summary activity in the history would be technically possible too and is being considered – then every summary would remain, timestamped, instead of replacing the previous one. This option doesn’t exist yet today.

What the summary does – and what it doesn’t

It does: condense, sort, separate the essential from the incidental. A ticket with forty entries becomes a few sentences that make you able to act.

It doesn’t: decide. It closes no ticket, changes no status and assigns nothing to anyone. Why it is built this way is explained in Why teamspace relies on rules for AI.

For critical matters: read the original. A summary is an interpretation. For an overview it is excellent; for the question of exactly what was promised on the 14th, the entry from the 14th is what counts – and it still stands in the history.

Common questions & needs

You want to …How to
Capture the state of a long ticketThe Generate ticket matter action – the result then appears at the top in the matter.
Bundle several tickets into oneThat is the Merge action and has nothing to do with AI – see Work with tickets.
Refresh an outdated summaryCall the action again. The matter is overwritten with the new state.
Keep the original requestIt still stands as the first activity in the history – only the matter is overwritten.
Know what the summary is based onOn the ticket history – limited by the maximum input length (see Connect an AI).
Use the feature, but it isn’t thereNo AI is connected, or the feature isn’t enabled. Ask your administrator.

Notes

  • Very long tickets can be truncated. The maximum input length limits what goes to the AI. With extremely long histories the AI may not see everything – and the summary won’t tell you that something was missing.
  • Only the ticket goes out. No background process transmits data; only the call you trigger – see Your AI, your data.
  • The activities remain untouched. Condensing happens into the matter; in the history nothing is replaced and nothing is deleted.