Development Request – AI Ticket Summaries in Splynx

Good day Team,

With AI starting to make a big difference in operations and support environments, we received a great request from our team regarding the Splynx ticketing system.

Would it be possible to investigate implementing AI functionality into the Splynx ticket side to automatically summarize ticket communication for easier and faster reference?

The idea would be that on the right-hand side of a Splynx ticket, there could be a dedicated “Summary” block that automatically updates based on ticket communication and actions taken.

The summary should ideally provide a quick overview of:

1. What was originally logged

2. What troubleshooting or actions have already been done

3. The latest communication or update provided

4. What the next required action or follow-up step is
   

This could help significantly with:

• Faster handovers between teams and shifts

• Reducing time spent reading long ticket histories

• Improving escalation efficiency

• Helping management and support teams quickly understand ticket status

• Providing better continuity after-hours or during standby support
  

Please let us know if this would be possible from a development perspective and what options may exist for implementation.

Kind regards

Karin Botha