AI Summary

The AI Summary feature produces a concise, language-aware summary of the whole ticket conversation. Summaries are generated asynchronously by the Rexpondo daemon through the AI service, stored per (TicketID, Language) pair and automatically deleted when the ticket changes.

https://docs.rexpondo.org/admin/en/12.4/_images/ai-summary-widget.png

The agent can open the summary widget in the AgentTicketZoom screen, where it appears in the right sidebar. From the widget it is possible to select the desired language and generate a summary of the ticket. If a summary for the selected language already exists, it is displayed immediately without requiring a new generation.

Enable the Feature

  1. Contact E-Time to purchase and activate the AI integration for your subscription.

  2. Set Frontend::Margot::Summary::Enable to enabled.

  3. Deploy the System Configuration.

Settings Reference

SysConfig key

Default

Description

Frontend::Margot::Summary::Enable

0

Master switch for the ticket-summary feature.

Frontend::Margot::Summary::StaleTimeout

1800

Maximum time in seconds a summary generation request may remain in the creating state before it is considered stale and discarded. Increase the value if the Rexpondo daemon is heavily loaded.

Lifecycle and Invalidation

Summaries are stored in a table with a state field that can take the values:

  • creating – a generation task is queued or running;

  • valid – the summary is up to date and shown to the agent.

When the ticket changes — for example when a new article is created or sent — all summaries for every language are automatically deleted, because they are considered obsolete. The agent will need to regenerate the summary for the desired language from the widget.