Support Ticket Summarizer

WHAT IT DOES

Support Ticket Summarizer reads the current support ticket or conversation thread, extracts the full conversation history, and sends it to the AI to generate a concise summary. The summary captures the key issues, customer sentiment, resolution status, and any next steps. You can configure the summary length (brief or detailed) and toggle which elements to include — sentiment, resolution status, and next steps. The summary is presented in the panel for review, and you can copy it to your clipboard or regenerate a new version.

WHERE IT RUNS

This userscript runs inside major customer support platforms including Zendesk, Freshdesk, HelpScout, Intercom, HubSpot, and Salesforce in your browser, powered by the free BotGentz extension. It operates entirely on the page you are viewing — it reads the ticket or conversation from the page and sends it to the AI backend for summarization. All AI processing happens remotely, but your ticket data is only sent for the purpose of generating the summary.

HOW TO USE

Install the BotGentz extension and ensure you have an active subscription, then install this userscript from the BotGentz catalogue. Navigate to any support ticket or conversation on a supported platform — Zendesk, Freshdesk, HelpScout, Intercom, HubSpot, or Salesforce. Open the tool panel, select your desired summary length (brief or detailed), and toggle the options to include sentiment, resolution status, or next steps. Click "Summarize Ticket" to generate a summary. The tool will display the original ticket and the summary. Review the summary, then click "Copy Summary" to copy it to your clipboard, or "Regenerate" to try a different version. You can also paste custom ticket text into the manual input field.

HOW IT WORKS UNDER THE HOOD

The script first attempts to extract the ticket content using WebMCP if available — the new W3C proposal for structured browser tools — which allows direct, typed access to ticket data without DOM scraping. If WebMCP is not available, the script falls back to a multi-strategy DOM extraction approach, scanning for ticket content using platform-specific selectors like .ticket-content, .comment-body, .ticket-description, .thread-content, .conversation-message, and .case-detail. It also extracts the ticket subject and status when available. The extracted ticket content is sent to the AI backend via a secure API call with your subscription key. The AI processes the input with a system prompt that instructs it to produce a concise summary with the specified elements — key issues, sentiment, resolution status, and next steps — and caps the output at 1,024 tokens. The response is presented in the panel for review.

THE PANEL

The tool runs in the BotGentz panel, a draggable floating interface that stays on top of the page. You can drag the panel by its header, collapse it to a small bubble, and resize it. The panel remembers its position per site, so it stays where you left it when you return to your support platform. Press Escape to close the panel when you are done. The panel includes settings for length, sentiment, resolution status, next steps, and auto-copy, a display area showing the original ticket and the summary, and action buttons for summarizing, copying, regenerating, and saving settings.

PLEASE NOTE

This tool requires the free BotGentz extension and an active subscription to the AI service. AI-generated summaries should be reviewed for accuracy — they are automated summaries, not verified transcripts. The tool works only on the current page and may not detect all tickets depending on platform structure. Support platforms frequently update their interfaces — if the tool stops working, check for an updated version or report the issue. Your ticket data is only sent to the AI backend for the purpose of generating the summary; no data is stored permanently. The manual input field can be used as a fallback for unsupported platforms or when automatic extraction is incomplete.