> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket Summary

> Generate concise summaries of PSA tickets

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.

<Tip>
  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.
</Tip>

<Info>
  This action is available only as a **triggered** action in workflows.
</Info>

## Quick start

<Steps>
  <Step title="Add to ticket workflow">
    Add the action to workflows triggered by ticket status changes, typically when tickets are closed or resolved.
  </Step>

  <Step title="Choose summary type">
    Select "Resolution" for closure documentation or "General Summary" for ticket overviews.
  </Step>

  <Step title="Add follow-up action">
    Use "Update Ticket Fields" (Autotask) or "Add Ticket Note" (ConnectWise) to save the summary.
  </Step>

  <Step title="Test and verify">
    Check Event History to ensure summaries meet your documentation standards.
  </Step>
</Steps>

## 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

## 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

## 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.

## Common use cases

<AccordionGroup>
  <Accordion title="Populate resolution fields (Autotask)">
    Automatically populate Autotask resolution fields when tickets are closed with concise summaries of how issues were fixed.
  </Accordion>

  <Accordion title="Add resolution notes (ConnectWise)">
    Create formal resolution notes for ConnectWise tickets upon closure since ConnectWise doesn't have dedicated resolution fields.
  </Accordion>

  <Accordion title="Complex ticket overviews">
    Provide quick understanding of tickets with extensive history when assigned to new technicians or for management review.
  </Accordion>

  <Accordion title="Documentation standardization">
    Ensure consistent, professional documentation across all closed tickets regardless of technician writing style.
  </Accordion>
</AccordionGroup>

## Best practices

<AccordionGroup>
  <Accordion title="Choose the right summary type">
    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.
  </Accordion>

  <Accordion title="Handle PSA differences">
    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.
  </Accordion>

  <Accordion title="Leverage pre-computed data">
    This action relies on AI summaries that are pre-computed and stored by Neo, ensuring fast and consistent summary generation.
  </Accordion>

  <Accordion title="Review and verify">
    Check Event History regularly to see generated summaries and ensure they meet your documentation standards and expectations.
  </Accordion>

  <Accordion title="Combine with other actions">
    Always pair with "Update Ticket Fields" or "Add Ticket Note" to actually save the summaries to your PSA system.
  </Accordion>
</AccordionGroup>

## Example workflows

<AccordionGroup>
  <Accordion title="Autotask Resolution Documentation">
    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
  </Accordion>

  <Accordion title="ConnectWise Resolution Notes">
    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
  </Accordion>

  <Accordion title="New Technician Handoff">
    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
  </Accordion>
</AccordionGroup>