AI knowledge consists of ticket summaries. Ticket summaries are generated by AI after an agent replies back to the customer and closes the ticket.
It will contain a summary of agent's email response presenting the solution to the asked problem. These ticket summaries will contribute to the continuous improvement of AI knowledge. You can see all of them under Knowledge › Ticket knowledge.
How ticket summaries are generated
You will only see the option to generate ticket summaries when a ticket containing agent reply is closed.
AI will auto summarize the entire email conversation and create a neat summary.
When you add a ticket to AI knowledge, you'll see it as a card in the conversation's side panel.
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