Skip to main content
Closed

[Tickets Update Automation] Creation (and/or Update) of ticket summary based on ticket status update

Related products:Freshdesk
  • Sep 5, 2023 5:05 PM UTC
  • 2 replies
  • 21 views
EvanPellissier
Community Debut

Hi, 

I’ve got a feature enhancement request related to automation possibilities.

Since we have now the possibility to generate the content of Summary using the Freddy AI, we would love to have to possibility to trigger the creation or update of the summary using Ticket Update automation rule. 

Here is two use case : 

- When an agent update a ticket status from ANY to PENDING : Update the summary on the ticket. And in the content field of the summary, a toggle allowing us to "Generate content from Freddy AI"

- When an agent update a ticket status from ANY to CLOSED : Update the summary on the ticket. And in the content field of the summary, a toggle allowing us to "Generate content from Freddy AI"

Hope you guys will be able to implement this in a close future.

Sincerely, 

Evan 

2 replies

Lorentz
Active Contributor
Forum|alt.badge.img
  • Lorentz
  • Active Contributor
  • Sep 8, 2023 5:43 AM UTC

This sounds like a great Idea and i would like to have the same in Freshservice to :)

Skilled Expert
Forum|alt.badge.img+2

This is a feature we would like or even the ability to have a Summary automated when ticket is resolved.  We use the Send/Resolve feature so having it update the summary would save Agent having to go back and open ticket and create/update the summary.

Terms of UseAccessibility statement