The go-to summary for everyday ticket review. Gives you a quick understanding of what's happening, what's been tried, and what needs to happen next. Perfect for managers checking on progress or agents picking up where they left off.
🎯 Best Used For:
- Quick ticket reviews during triage
- Manager oversight and team updates
- Checking status of open tickets
- Daily stand-up preparation
- General support workflows
📄 Example Output
TL;DR: WorkFlow Pro completely down after password change. Fixed by running ConfigTool with admin privileges.
Core Issue: Sarah Mitchell at TechCorp Industries reported complete system outage affecting 50 employees. Login failures started immediately after changing service passwords this morning.
Troubleshooting Progress: Initial attempts to reset passwords via standard documentation unsuccessful. Agent diagnosed issue by checking IIS application pools (customer recycled successfully). Real fix required running ConfigTool utility with administrator privileges to update service credentials across application stack.
Customer Status: Professional, patient through troubleshooting. Confirmed resolution at 4:47 PM with "It is now working."
Outstanding Actions: None - ticket resolved
Structured for seamless escalations and agent transfers. Includes everything the next person needs: reproduction steps, what's been ruled out, technical environment details, and clear action items. Optimized for developer handoffs and complex technical issues.
🎯 Best Used For:
- Escalating to engineering or specialist teams
- Shift changes and agent transfers
- Bug reports needing developer investigation
- Complex technical issues requiring deep expertise
- Documenting what's been tried before escalation
📄 Example Output
TL;DR: API integration failing with 503 errors after recent deployment. Need backend review of service configurations.
What the User is Trying to Do: James Chen needs to sync customer data from Salesforce to their internal CRM. Integration worked fine until yesterday's deployment.
Reproduction Steps:
1. Navigate to Integrations > Salesforce
2. Click "Sync Now"
3. Request fails with 503 Service Unavailable
4. Error persists across multiple attempts
Error Messages/Codes:
• HTTP 503: Service Unavailable
• Internal logs show: "Connection timeout to external service"
Environment/System Info:
• Production environment
• Salesforce API v52.0
• Last successful sync: 2024-01-14 11:23 AM
• Deployment completed: 2024-01-15 2:00 AM
Developer Action Needed:
Check service configuration changes in yesterday's deployment. Verify Salesforce API credentials and rate limits. Previous attempts to restart service and clear cache unsuccessful.
Designed for closed tickets and knowledge base articles. Focuses on the solution—what worked, why it worked, and how to prevent or quickly fix this issue in the future. Perfect for building your support knowledge base and training new team members.
🎯 Best Used For:
- Creating knowledge base articles from resolved tickets
- Documenting solutions for future reference
- Training materials and agent onboarding
- Post-incident reviews
- Building searchable solution database
📄 Example Output
TL;DR: Email notifications stopped working after server migration. Fixed by updating SMTP configuration and DNS records.
Customer & Original Problem: Alex Rodriguez reported that automated email notifications (order confirmations, password resets, etc.) stopped working after their server migration last Friday. Customers weren't receiving any emails from the system.
Solution:
Issue was caused by incomplete SMTP server configuration after migration. Fixed by:
1. Updating SMTP settings in application config (old server IP still in use)
2. Adding new server's IP to SPF record in DNS
3. Configuring DKIM authentication for new mail server
4. Testing with multiple email providers to confirm delivery
Solution implemented at 3:15 PM, customer confirmed emails flowing normally 20 minutes later.
Technical Details:
• Old SMTP: mail.oldserver.com (IP: 192.168.1.50)
• New SMTP: mail.newserver.com (IP: 10.20.30.40)
• SPF record updated to include both IPs during transition
• DKIM keys regenerated for new server
Prevention Notes:
Check SMTP configuration and DNS records first when email delivery issues occur after any server migration or infrastructure change.
Quick Comparison
| Summary Type |
Average Length |
Primary Audience |
Key Focus |
| Status |
100-220 words |
Managers, Agents |
Current state & next steps |
| Handoff |
120-250 words |
Developers, Specialists |
Technical context & reproduction |
| Resolution |
120-240 words |
Knowledge Base, Training |
Solution & prevention |
💡 Smart Adaptive Sizing
ZenBriefr automatically adjusts summary length based on ticket complexity. Simple password resets get 2-3 line summaries. Complex multi-issue tickets with escalations get more detailed breakdowns. You get exactly the amount of information you need—no more reading through walls of text for simple issues, and no missing critical details on complex ones.
🎯 Pro Tips
Not sure which type to use? Start with Status summaries for everything. ZenBriefr can auto-detect when a Handoff or Resolution summary would be more appropriate based on ticket tags, status, and content.
Building a knowledge base? Use Resolution summaries on closed tickets, then copy the summary directly into your help center articles. The format is already optimized for documentation.
Training new agents? Have them review Status summaries first, then read the full ticket. They'll learn what information to look for and how experienced agents think through problems.
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