AI Summaries
AI reads your ticket conversations and generates concise summaries automatically. Save hours on reviews, handoffs, and quality audits.
/close
AI Summary Generated
User reported inability to log in after changing their email address. Staff identified the issue as an unverified new email. Resolution: staff triggered a new verification email, user confirmed access was restored within 5 minutes.
Messages Analyzed
23
Generated In
0.8 seconds
AI Summary — Powered by SCNX AI
Illustration only — actual interface and behavior may differ
From Conversation to Summary in Under a Second
The AI reads the entire ticket history and generates a concise, structured summary in under a second.
AI Reads Conversation
The AI analyzes every message in the ticket, understanding context, tone, and key actions taken.
Generates Summary
A structured summary is created covering the issue, investigation, resolution, and any follow-up actions.
Variable Available
The summary is stored and available as a dynamic variable for use in any message template.
Stored & Logged
The summary is saved with the ticket record and included in transcripts and log entries.
Automatic Summaries
When a ticket closes, AI analyzes the conversation and generates a structured summary covering the issue, investigation, resolution, and outcome.
Ticket #142 Summary
User unable to log in after changing email address. Getting "email not verified" error on login page.
Staff confirmed new email was not verified. Old verification link expired. Account locked due to 3 failed attempts.
Staff reset email verification, unlocked account, and sent new confirmation link. User verified within 5 minutes.
Resolved — User confirmed full access restored
Generated from 23 messages in 0.8s
Ticket History
Use /ticket-history to pull up AI-generated summaries of a user's previous tickets. Get instant context on past interactions without reading through old transcripts.
/ticket-history
Ticket History — User#4521
This user has opened 3 previous tickets. AI summaries of past interactions are included for quick context.
Ticket #112
Login issue — resolved by resetting password
Ticket #135
Billing question — refund processed
Ticket #158
File upload crash — currently open
AI-generated summaries from past tickets
Illustration only — actual interface and behavior may differ
Summary Variables
Use the %aiSummary% variable in any message template. Include AI-generated context in close messages, transcripts, log entries, and DM notifications.
Ticket #142 — Closed
This ticket has been resolved and closed.
Handled By
@Sarah
Duration
18 minutes
Rating
5 / 5 stars
AI Summary
User could not log in after email change. Staff reset email verification and sent new confirmation link. User confirmed access restored.
Included via %aiSummary% variable
Illustration only — actual interface and behavior may differ
23 Messages to 3 Sentences
AI summaries condense long conversations into actionable context. Staff get the full picture in seconds, not minutes.
User could not log in after changing email address due to unverified new email. Staff identified the issue, sent a new verification link, and user confirmed access was restored within 5 minutes.
Seamless Staff Handoffs
When a ticket needs to be transferred, the outgoing staff can generate a summary so the incoming staff has full context before reading a single message.
I need to hand this off to @James. Let me summarize first.
/summary
Ticket #160 Summary
User reported a billing discrepancy. They were charged twice for the monthly subscription on Jan 15. Staff confirmed the duplicate charge in the billing system. Next step: process refund for the duplicate charge ($9.99).
Key Details
Duplicate charge on Jan 15
Action Needed
Refund $9.99
Messages
31 analyzed
Got it, I can see the duplicate. Processing the refund now.
Illustration only — actual interface and behavior may differ
Save Hours Every Week
AI summaries eliminate the need to re-read entire conversations. Staff can review, handoff, and audit tickets in a fraction of the time.
Staff Handoffs
Transfer ticket context instantly. No more reading 50 messages to understand what happened.
Manager Reviews
Quickly audit ticket quality without reading every conversation word for word.
Quality Audits
Identify patterns in how tickets are handled across your team at scale.
Time Saved with AI
The numbers behind AI-powered ticket reviews.
<1s
Second to generate
95%
Accuracy rate
60x
Faster than manual review
5h
Hours saved per week (avg)
Use Summaries Everywhere
The %aiSummary% variable works in any message template — close messages, log entries, DM notifications, and more.
Close Message
Summary: %aiSummary%
Transcript Header
Log Entry
DM Notification
Frequently Asked Questions
Yes, AI summaries consume AI credits from your SCNX plan. Each summary typically uses a small amount depending on conversation length.
AI summaries achieve approximately 95% accuracy. They capture key details, actions taken, and resolutions. We recommend spot-checking for critical tickets.
Summaries can be generated automatically when a ticket closes, or on-demand at any point with the /summary command.
Yes. Use the %aiSummary% variable in your close message template to automatically include the AI-generated summary.
The AI can summarize conversations of any length. Very long conversations are condensed proportionally to preserve key context.
Related Features
AI Summaries complement these features perfectly.
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