How to use the ChatGPT Ticket Summary App

The app will be visible on the right-hand side of the ticket (in the App Bar)

Create an analysis

By opening the app a first analysis will be made. Note that there might be a bit of a delay in the results being displayed. 3 attempts are being pushed to ChatGPT to get the summary.  In case no summary is being returned, you can reassess the App by clicking the reload button.

The analysis made by the App will be displayed in 4 sections

• Intent: Rephrases the initial request in a single phrase
• Sentiment: Indicates the feeling of the user. The sentiment can change during the ticket-handling process 
  • Aligned sentiment with Zendesk Sentiment
  • very positive, positive, neutral, negative, very negative
• Summary: an analysis of the complete ticket in short wording
• Solution: a first draft of the solution to offer and what needs to be taken into account when replying to the user.

The Sentiment, Summary and Solution can change during the handling of the user's request.
If the Analysis isn't loading or you would like to resend the request to ChatGPT, you can reload the request.

Add the summary to the ticket

By clicking on the add-to-ticket button, the summary will be pasted into an internal note. This is a great feature if you want to send a short analysis of the ticket to another Group. But as said, during the course of the ticket handling the summary might change.

In order to limit the usage of OpenAI, it is possible to change the settings so that the summary app doesn't load automatically but only upon request. As such you will need to click the reload button if you want the summary to be made.

Automatically add Tags to the ticket

By adding the summary to the ticket tags will be added to the ticket
The tags will indicate the sentiment and its specification (example tags: sentiment_neutral, sentiment_confused,...)

Known Error Messages Next Steps