Agent Open Ticket Summary

  • Updated on Jan 23, 2026
  • Published on Jan 21, 2026
  • 1 minute(s) read
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This documentation describes how, as an Analyst using Apex 2.0, you can automatically receive concise, AI-generated summaries of all your open and in-progress tickets whenever you first access the bot or request an update. The feature is designed to enhance workload management, boost efficiency, and help analysts maintain compliance with service expectations by surfacing key ticket details instantly—reducing the need for manual tracking or searching.

Ticket Query and Summary

An analyst enquires analyst agent though AIW chat asking for summary on the list of tickets assigned to the Analyst. Then the system queries all current open and in-progress tickets assigned to that analyst and displays on the chat.

  • AI Summarization: For each ticket, the bot uses AI to generate a summary, including:

    • Ticket status (New, In Progress)

    • Last update time and details

    • Next action or recommended follow-up

  • Prioritization: Summaries are ordered by priority, urgency, or criticality as defined by ticket metadata.

To view the summary of tickets assigned to analyst, perform the following:

  1. Log in to the Application as an Analyst.

  2. Prompt the analyst agent with query “show me a summary of tickets assigned to me”.

    Figure: Summary of Tickets

  3. Agent provides the summary details of Incidents assigned to the Analyst as displayed in the following chatbot.

    Figure: Summary of Incidents

  4. Click View All Incidents to view the incidents on the Application.

    Figure: Summary of Incidents

Notes

  • Summaries are displayed in a neat and organized format. Each summary highlights the most relevant data points for quick assessment.

  • Derived from the latest ticket data available in Apex 2.0 to ensure accuracy.

Error Handling

If no open or in-progress tickets exist, the analyst is informed accordingly. If query or summarization fails, the bot notifies the analyst with a relevant message.

User prompt: show me a summary of tickets assigned to me.
Agent: There are no open incidents assigned to you at the moment.

Figure: No Open Incidents