1.0 Plugin
AI Ticket Summarizer
Collapse a 47-message thread into the three sentences your agent actually needs.
Long ticket threads slow your team down — every reassignment costs 15-20 minutes of catch-up. The AI Ticket Summarizer surfaces the three sentences your agent actually needs to know, with sentiment tags and a recommended next step. Powered by your LLM key (OpenAI, Anthropic, Azure). Lives in the right rail of every Freshdesk ticket.
See it in action
The plugin, live in Freshdesk.
Long threads get reassigned and the new agent has to re-read 30+ messages. Our plugin sits in the right rail of every ticket and produces a one-click summary — sentiment-tagged, audit-logged, and powered by whichever LLM you already pay for.
Refund hasn't shown up after 6 days
Hi — my refund of $284.50 was promised in 3-5 days. It's been 6. Order #LH-9921. Can you check?
Checking with finance — will revert by EOD.
Real-deployment numbers
−67%
Time to context on transferred tickets
4 hrs
Recovered per agent per week
100%
Summaries auditable
Use cases & outcomes
When you'd use it. What you'd get.
Ticket gets reassigned to another agent
New agent reads the 3-line summary instead of 47 messages. Catch-up: 2 minutes, not 20.
Manager triages a high-stakes ticket
Sentiment tag + recommended next step show immediately. Triage decision in 30 seconds.
Multilingual customer thread
Summary in the agent's preferred language. 14 languages supported out of the box.
Compliance audit needs prompt history
Every summary logged with prompt, response, agent, timestamp. Exportable to your SIEM.
Problems we solve
The patterns we keep seeing.
Long threads get reassigned and the new agent re-reads 30+ messages
Customers repeat themselves because agents can't catch up fast enough
Average handle time creeps up 18% on transferred tickets
Managers can't tell from a glance which tickets need escalation
How it works
Three moving parts.
Step 01
Install once
Plugin lives in the right-rail of every ticket. No retraining for agents.
Step 02
Summarize on click or auto-run on reassignment
Configurable per queue. Defaults to manual for low-volume teams, auto for high-volume.
Step 03
Bring your own LLM
OpenAI, Anthropic, Azure OpenAI, or your own internal endpoint. Ticket data never touches our infrastructure.
Features
What's in the box.
- Summarize on demand or auto-summarize on reassignment
- Pluggable LLM backend (OpenAI / Anthropic / Azure / self-hosted)
- Length controls: 1-line, 3-line, or paragraph
- Sentiment tag on every summary (frustrated · neutral · urgent)
- Full audit log for HIPAA / SOC 2 compliance
- Works inside Freshdesk Mint and Mercury UIs
- Custom-field mapping for up to 30 fields
- Multilingual: 14 languages out of the box
FAQ
Questions we get asked.
Direct answers. We'd rather you have the information than the sales pitch.
Stop waiting for Freshworks to ship it.
Tell us the workflow that's costing your team time. We'll have a working prototype in your hands inside two weeks.