Ticket Summary

Show/Trigger

Required permission: ticket.agent

POST-Request sent: /api/v1/tickets/{ticket id}/summarize

The ticket summarize endpoint uses POST because creating and fetching the summary happen in a single operation:

• If a summary exists, it is returned.

• If a summary does not exist, creation is triggered in the background (async job).

Using GET would be incorrect since the call may also create data. If you want a summary to exist, call the endpoint; if it’s not ready yet, retry after at least 30 seconds.

Sample response if the generation of a new summary was just triggered by the request:

// HTTP Code 200 Ok

{
   " result": null
}

Sample response for an existing summary (e.g. for the same ticket like above after waiting until creation has finished):

// HTTP Code 200 Ok

{
   "result": {
      "language": "en-US",
      "customer_mood": "frustrated",
      "open_questions": [],
      "upcoming_events": [
         "2023-03-15T14:00:00Z"
      ],
      "customer_emotion": "😐",
      "customer_request": "complaint wrong delivery of order #51519891",
      "conversation_summary": "Customer David Bell complains about the wrong delivery of his order. Agent Emma Taylor responds with a generic apology, but then Christopher Miller takes over and provides more detailed information about the correct items being prepared for shipment.",
      "fingerprint_md5": "7a7a3daecf4c93a1460cc9ea6e9168cb",
      "relevant_for_current_user": false
   }
}