Table of Contents

Ticket Summary for TECH Portal

Niamh Ferns Updated by Niamh Ferns

Ticket Summary Overview

This documentation walks through how to set up and customise the Tech Ticket Summary feature for your tech portal.

Step 1 - Setting up an AI Service Provider:

  1. Navigate to the AI Services settings page in your Admin Portal under Integrations > AI Hub
  2. Manage your AI service providers.
  3. Follow the instructions to configure your preferred AI service.

Step 2 - Enabling Tech Ticket Summary:

  1. Return to the AI Services page.
  2. Toggle on the Ticket Summary feature:

Step 3 - Setting the Tech Ticket Dynamic Content Link:

  1. Continue in Admin Portal, navigate to Tech > Global Settings > Advanced.
  2. Use the following link for the dynamic content: https://functions.deskdirector.com/dynamicContent/techTicketDynamicContent?providers=techsum
  3. Optionally, customise your instructions to the ticket AI Summary
  4. Open a ticket in the TECH Portal, and you should see a ticket summary show up at the bottom of the ticket:

You can customise how ticket summaries are generated as well. To do this, click the Change Settings option under the Ticket Summary toggle. You have the option to change the AI service provider, large language model (LLM) and the summary instructions.

You can test your settings in the Test Settings tab before saving your changes.

Configuration

Ticket Queue Settings

You can select which ticket queues (boards) should have the ticket summary feature enabled.

This selective enabling helps optimise operation costs by reducing token usage for LLM processing. Only tickets in the selected queues will generate summaries.

Image Understanding

When enabled, the system will include the content of attached images in the ticket summary.

This feature is currently compatible with the DeskDirector File Storage and with the following AI models:

Google Gemeni Models
gemini-2.5-flash-preview-04-17, gemini-2.5-flash, gemini-2.5-pro-preview-03-25, gemini-2.5-pro, gemini-2.0-flash, gemini-2.0-flash-lite, gemini-1.5-pro, gemini-1.5-flash-8b, gemini-1.5-flash
OpenAI/Azure OpenAI Models
gpt-4.1-mini, gpt-4.1-nano, o4-mini, gpt-4o, gpt-4.1, gpt-4o-mini, chatgpt-4o-latest, o1, o1-pro, o3, computer-use-preview

Note: Image understanding may increase token usage and processing time.

Troubleshooting

"I'm getting a 'You exceeded your current quota, please check your plan and billing details' error. How to fix this?"

Cause: According to OpenAI, you have run out of credits or hit your maximum monthly spend.

Solution:  Generally, you will need to increase your limits for this error to go away.

How did we do?

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