How to use AI to create internal notes from support tickets
See how AI turns long support ticket conversations into structured internal notes automatically, so agents get instant context on every handoff.
12 min read
AI-features
Blog
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What is AI ticket summary?
AI Ticket Summary is one of several AI-powered features built into LiveAgent to help support teams work faster. It helps agents quickly understand the context of a support ticket without reading through the entire message thread. It processes the full ticket conversation, filters out system-generated logs and other noise, and focuses only on meaningful human communication. The result is a structured executive summary covering the issue, the resolution steps taken, and any open items, posted directly as an internal note within the ticket.
What it does
- Content filtering: Removes system messages, logs, and irrelevant metadata to focus only on human interactions.
- Context extraction: Analyzes the conversation to identify the core problem, actions taken, and current status.
- Structured summarization: Organizes insights into a clear format (Issue, Resolution, Open Items) for quick readability.
- Consistency across tickets: Ensures all summaries follow the same structure, improving internal processes and communication between agents.
- Automated note creation: Outputs the summary in a format ready to be added as an internal note in LiveAgent.
Workflow process
- Input: Receives Ticket ID or full ticket data.
- Fetch: Retrieves the full conversation history from LiveAgent.
- Filter: Removes system-generated content and isolates relevant messages.
- Summarize: AI generates a structured executive summary.
- Output: Posts the summary as an internal note within the ticket.
See the full range of AI-powered software available in LiveAgent.
Configuration required
- Define the summary structure: Adjust the prompt so the Issue, Resolution, and Open Items format matches how your team actually works.
- Align with internal processes: Customize the tone and level of detail based on how summaries get used, whether that’s for quick handoffs, quality checks, or reporting.
- Test and optimize: Review the summaries the AI Agent generates and refine the prompt over time to improve clarity, completeness, and consistency.
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The cost of AI ticket summary
LiveAgent does not charge anything for this feature or for AI. You pay your AI provider (OpenAI, Anthropic, Google Gemini or FlowHunt) for what you use, and the cost per ticket is generally low, since each summary involves a single, focused generation task. Your overall expenses will depend on ticket volume and the AI model selected. If you use FlowHunt, this guide helps you estimate the cost in FlowHunt credits.
