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Choose either a resolution-focused summary or a general overview of a ticket’s history and content.
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 Executions 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

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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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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.