Zammad AI

Introduction

Zammad is getting even smarter! We are expanding Zammad's AI capabilities to help you manage support tickets even more efficiently. The initial focus is on ticket summaries, but more features will arrive soon! ✨🚀

INFO

The AI features have to be configured and activated by your administrator. If you can't see it, it is not configured. More information about how to configure and activate it can be found in the admin section.

Ticket Summary

The ticket summary feature does what it says: it summarizes the ticket's content. This can be a huge time saver when dealing with large tickets and/or many hand-overs between agents.

If the feature is activated, a banner is shown below the articles in the ticket detail view. By clicking the See Summary button, the Summary sidebar tab is opened and you can read the summary. The summary is created when you open a ticket.

Depending on the configuration of your Zammad instance, the summary includes the following sections:

• Customer intent
• Conversation summary
• Open questions (optional)
• Suggested next steps (optional)

If suggested next steps and the checklist feature are activated, you can even add single items or all the suggested next steps to a checklist to keep track of the open tasks in this ticket.

If you don't want to see the banner below the articles, you can permanently hide it. To get the banner again, go to Appearance in your profile settings and re-activate it by toggling the checkbox.