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:
What was originally logged
What troubleshooting or actions have already been done
The latest communication or update provided
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
David Dayson
•
Mar 27
@Mike Karpinskyi
can't wait for this.
great idea.
Nicholas Teachworth
•
Jan 5
We mainly get phone calls that open tickets. Furthermore, we use 3CX as our phone system. I was able to get the transcription of the call into Zapier, then use AI to generate a summary, and then Zapier would post the result onto the ticket on the customers account. It took some trial and error, but i was able to get it to work. Look into that. Although it would be nice if it was built into Splynx.
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Karin Botha
Jul 24
•Merged request
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:
What was originally logged
What troubleshooting or actions have already been done
The latest communication or update provided
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
David Dayson
Mar 27
@Mike Karpinskyi
can't wait for this.
great idea.
Nicholas Teachworth
Jan 5
We mainly get phone calls that open tickets. Furthermore, we use 3CX as our phone system. I was able to get the transcription of the call into Zapier, then use AI to generate a summary, and then Zapier would post the result onto the ticket on the customers account. It took some trial and error, but i was able to get it to work. Look into that. Although it would be nice if it was built into Splynx.