If you have eDesk AI active on your account you’ll know that at any point within a ticket you can generate an AI-powered summary. We’ve changed the behaviour of this capability, now you’ll receive the AI-powered summary in a modal window and you have 3 options:

• Add this summary to the ticket (useful if you want to record a recap of the ticket)

• Copy to clipboard (so you can paste into other systems such as your CRM)

• Or dismiss it entirely (useful if you’re reviewing tickets within a team but you don’t want to update the ticket itself)