# What is a ticket summary?

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.






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, the ticket will also have a label - AI
knowledge.