AI Ticket Summaries, when turned on for a Ticketing Application, will display in a "View Ticket Summaries" expandable element at the top of each ticket. TDNext users can use AI Ticket Summaries to gain a quick understanding of the ticket details and recent activity so that they may be able to take action more efficiently.

Enabling AI Ticket Summaries

AI Ticket Summaries will default to OFF for all ticketing applications. 

To enable AI Ticket Summaries:

1. Open your Admin ticketing application.
2. On the left-hand menu, select AI Settings    
3. Check the box next to Enable AI Ticket Summaries.
4. Select Save. 

Using AI Ticket Summaries

Generate an AI summary of a ticket's details and recent feed activity by selecting the View Ticket Summary panel at the top of the ticket. This feature is available on all tickets for ticketing applications that have the AI Ticket Summaries enabled in TDAdmin. 

Summaries include information from:

• Ticket details, including the Title and Description fields, and any content in free text custom attributes.
• Recent activity, including the most recent Communications Feed entries. 

Summaries are generated whenever the View Ticket Summary panel is expanded after opening or refreshing a ticket.

Security

AI Hallucinations

IT staff have observed some instances of AI hallucination in content created by TeamDynamix’s new AI Ticket Summary feature. AI hallucination is when the machine learning model produces incorrect or misleading content in a seemingly confident and factual tone.

As when using any AI-generated content, carefully review all materials for accuracy and appropriateness before sharing. 

Revise with AI

The Revise with AI feature will be turned on for all TeamDynamix users. This feature is turned on via application-wide security roles.

You can use Revise with AI to analyze text for improvements in grammar, spelling, and conciseness. The Revise with AI button will be added to all Rich Text Editors in TDNext and the Client Portal. Visibility of the Revise with AI button can be controlled through a new permission on global security roles.