The Summary app is awesome albeit function light. I would love the ability to add template notes to the Summary. Today we use Private notes for our Escalations to our Tier 2 Support. We use a Scenario Automation to pre-fill a template of questions the agent fills out for the Tier 2 team.
The problem is Private notes get lost in the thread we would love to leverage the Summary App but it doesn't allow us to add a Summary via any automations, my ideal would be to have this as an option in the Ticket Update automations and would act similar to the Add note except it would be add to the Summary, aka Edit Summary and add a block of formatted text below any content that is there in the case of the summary already existing.
If anyone has other workflows to add Escalation notes when sending to a specialized team I would love to hear how you are doing it.
