Now this skill was made to solve one thing, Context to the next support agent on what this customer is asking. So say there’s a long thread of conversation 15+ back and forth emails. Do you know how annoying/painful it is to go through the ticket and back read them to see what issue the customer is facing?

This solves it, What it’ll do is

1. Summarize the ticket passed and giving the agent context on what issue is currently faced by the customer.

This makes life slightly easier for the next agent to take over a ticket. If you still think this is not useful ask this

1. What happens when an agent takes a leave? Who will reply back to the customer? The agent on a break/leave or other agents?

So yeah that’s it.

Tech stack

This uses the Freescout API, to call it just use /freescout-tldr [link to freescout ticket]

Here’s a live example.

There’s a ticket thats 18 threads long. The customer got back 17-18 times. Now if you backread might take you 15-20 minutes. The skill explains in minutes

Then 2-3 minutes later you understand the context of the ticket and can support the customer without any blockers:

You can find the skill here: https://github.com/jeffsurridge/NiceAiSkills/tree/main/Freescout-TLDR