1.0 Plugin
AI Ticket Summarizer
Collapse a 47-message thread into the three sentences your agent actually needs.
What it is
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.
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
Results
Numbers from real deployments.
−67%
Time to context on transferred tickets
4 hrs
Recovered per agent per week
100%
Summaries auditable
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.