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The Ticket Summary action generates concise summaries of PSA tickets. It can produce either a resolution-focused summary or a general overview of the ticket’s history and content.
This action helps you quickly grasp the essence of a ticket, whether you need to understand its resolution or get a quick overview of a lengthy ticket. Perfect for populating resolution fields, creating internal notes, and understanding complex ticket history.
This action is available only as a triggered action in workflows.

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Quick start

1

Add to ticket workflow

Add the action to workflows triggered by ticket status changes, typically when tickets are closed or resolved.
2

Choose summary type

Select “Resolution” for closure documentation or “General Summary” for ticket overviews.
3

Add follow-up action

Use “Update Ticket Fields” (Autotask) or “Add Ticket Note” (ConnectWise) to save the summary.
4

Test and verify

Check Event History to ensure summaries meet your documentation standards.

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How it works

The action generates summaries based on your selected type:
  1. Analyzes ticket content - Reviews all ticket information, notes, and time entries
  2. Retrieves pre-computed data - Uses AI-generated issue descriptions and resolution steps
  3. Formats appropriately - Creates resolution-focused or general overview summaries
  4. Prepares outputs - Generates messages for notes and field updates for PSA systems
  5. Provides documentation - Creates ready-to-use summaries for your records

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Setup

Summary type: Choose between:
  • Resolution (default): Focuses on how the issue was fixed, ideal for populating resolution fields
  • General Summary: Provides a broader overview of the ticket’s history and key points

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What you get

After running, you’ll have generated summaries ready to use in ticket notes, resolution field updates (for Autotask), and event history documentation.

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Common use cases

Automatically populate Autotask resolution fields when tickets are closed with concise summaries of how issues were fixed.
Create formal resolution notes for ConnectWise tickets upon closure since ConnectWise doesn’t have dedicated resolution fields.
Provide quick understanding of tickets with extensive history when assigned to new technicians or for management review.
Ensure consistent, professional documentation across all closed tickets regardless of technician writing style.

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Best practices

Select “Resolution” when you need a concise statement of how the issue was fixed. Use “General Summary” for broader understanding of ticket lifecycle and communications.
For Autotask, use “Update Ticket Fields” to populate resolution fields. For ConnectWise, use “Add Ticket Note” to document resolutions since ConnectWise lacks dedicated resolution fields.
This action relies on AI summaries that are pre-computed and stored by Neo, ensuring fast and consistent summary generation.
Check Event History regularly to see generated summaries and ensure they meet your documentation standards and expectations.
Always pair with “Update Ticket Fields” or “Add Ticket Note” to actually save the summaries to your PSA system.

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Example workflows

  1. Trigger: Ticket status changes to “Closed”
  2. Ticket Summary - Generate resolution-focused summary
  3. Update Ticket Fields - Populate Autotask resolution field
  4. Result: Every closed ticket has professional resolution documentation
  1. Trigger: Ticket status changes to “Closed”
  2. Ticket Summary - Generate resolution summary
  3. Add Ticket Note - Create formal resolution note in ConnectWise
  4. Result: Consistent resolution documentation across all tickets
  1. Trigger: Ticket owner changed
  2. Ticket Summary - Generate general overview of ticket history
  3. Add Ticket Note - Provide context for new technician
  4. Notify Ticket’s Owner - Alert technician about summary availability
  5. Result: Smooth handoffs with complete context