Summarize a long ticket for handoff
Get the whole story of a messy ticket in five lines before you take it over.
Customer support · Software · When you ask · Updated
Slack
Intercom
Pylon
Zoho Desk
Unthread
FreshdeskHow do you summarize a long support ticket for handoff?
To summarize a long support ticket for handoff, mention Maito with the ticket. It reads every message and note, then lists the problem, what was tried, what you're waiting on and any promise that was missed. You get a short summary in the thread so you can take over without rereading.
How it's done today
New agent reads 40 messages.
What Maito does
- Read the thread
- Summarize problem, what was tried, and what's next
Example
@Maito I'm taking over #48390 from Priya today. Summarize it for me?
41 messages over 9 days, Initech. Here's the short version. Problem: since their IT changed SSO on Oct 10, 14 of their users can't log in. The error is "Invalid SAML response". Tried: password reset, cache clear, a new ACS URL on Oct 13, and a test login with one account. Waiting on: Initech's IT (Marcus) to send the SAML log. We asked on Oct 14 and again on Oct 16 and got no reply. Missed: Priya promised a call by Friday Oct 16. It didn't happen, and Marcus has written "any update?" since. From the Intercom thread.
@Maito draft an apology and a time for a call tomorrow. I'll send it.
Draft for you to send to Marcus: "Sorry we missed the call we promised for Friday. Could we talk tomorrow at 10:00 or 2:00 your time? If you can attach the SAML log before then, we'll come with an answer."
Sam (9:05 AM):
I'm taking over #48390 from Priya today. Summarize it for me?
Maito (9:06 AM):
41 messages over 9 days, Initech. Here's the short version.
Problem: since their IT changed SSO on Oct 10, 14 of their users can't log in. The error is "Invalid SAML response".
Tried: password reset, cache clear, a new ACS URL on Oct 13, and a test login with one account.
Waiting on: Initech's IT (Marcus) to send the SAML log. We asked on Oct 14 and again on Oct 16 and got no reply.
Missed: Priya promised a call by Friday Oct 16. It didn't happen, and Marcus has written "any update?" since.
From the Intercom thread.
Sam (9:12 AM):
draft an apology and a time for a call tomorrow. I'll send it.
Maito (9:13 AM):
Draft for you to send to Marcus:
"Sorry we missed the call we promised for Friday. Could we talk tomorrow at 10:00 or 2:00 your time? If you can attach the SAML log before then, we'll come with an answer."
How to set it up
- Set up
Nothing to set up. Ask in Slack or by email whenever you need it.
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It summarizes what's written on the ticket. Context from calls or side chats isn't there unless someone noted it.
Questions
Intercom, Pylon, Zoho Desk, Unthread and Freshdesk.
Yes. It lists commitments someone made in the thread and whether they were kept.
No. It only reads and answers in Slack. Nothing is added to the ticket unless you ask.
