AI Conversation Summary

Catching up on a long ticket thread can eat up time — especially when picking up where a colleague left off. Agents can now click the AI Summary button on any ticket to instantly generate a concise summary of the full conversation, so they can triage and respond without reading every message.

• One-click summary — Click the AI Summary button at the top of the ticket to generate a brief summary of the conversation on demand.
• Regenerate anytime — Not quite right? Hit Regenerate to get a fresh summary without leaving the ticket.
• Built-in reliability — If generation doesn't complete, the button resets automatically so agents can try again right away.

More Context in the Inbox

The inbox table now surfaces more identifying information at a glance, so agents spend less time opening tickets just to confirm who they're looking at.

Three new columns are now available:

• Building — visible on IT portal tickets
• Student ID
• Employee ID

Configurable Quick Filters

Quick filter cards — showing counts for things like overdue tickets, mentions, and critical items — now appear above the inbox table and are fully configurable. Agents can choose which filters to show, hide the ones they don't need, and drag them into the order that matches how they work.

• Show or hide quick filters — Toggle the entire row on or off from the Column Visibility panel.
• Choose what appears — Each slot has a dropdown so you can select which filter it shows; drag to reorder.
• Counts always visible — Cards always display a count, including zero, so nothing disappears unexpectedly.
• Additive filtering — Clicking multiple cards stacks them. Selecting Critical and Mentions, for example, shows only critical tickets where the agent is tagged.

Available quick filters: Critical, Overdue (SLA), New Activity, Mentions, Pending Details, Student Tickets, Parent Tickets, Teacher Tickets, Employee, Staff, Out for Repair, Loaner Issues.

Tag Visibility and Filtering in the Inbox

Tags are now visible directly in the inbox — no need to open each ticket to see what's been labeled. A new Tags column shows tag chips on every row immediately after this update, with no setup required.

• Tags column — Tag chips appear on every inbox row for all agents right away after deployment.
• Filter by tag — Narrow your inbox to tickets with specific tags using AND or OR logic.
• Editing unchanged — Adding or editing tags still happens from the ticket detail view; this update adds visibility and filtering to the inbox.