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Documentation

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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Request Summarizer

Summarize a request/ticket at the click of a button. One fewer task for your agents.

Before you begin

Benefits to you

  • Save time and effort preparing requests for handover to another agent, team, or manager.
  • Faster case turnaround. Increased agent throughput. Faster response and resolution for customers.
  • Reduce agent workload and stress.

What you can do

  • One-click summarization of ticket details and actions.
  • Clear summary enables rapid handover.
  • Can be used to summarize any type of request record (service request, incident, problem, change).
  • Output is returned in wiki format.
  • Option to edit the summary before saving.
  • Option to record the summary in the request timeline.
  • Date-stamped content lets you assess freshness.
  • Request summaries are marked with the name of the person who created them.

Where to find it

In any request record, you’ll see the new HAi Overview box. Simply click the HAi icon on the right-hand side to generate the request overview including the summary.

Hornbill AI

How to use it

  1. Open a request record. Go to the HAi Overview area and click the HAi icon. Hornbill Request Summarizer

  2. HAi generates the content. Review and edit the content and then save by clicking the icon in the bottom right corner. The summary will be automatically date and time stamped. Hornbill Request Summarizer

Template Variables

Request Summary can be used in email templates as the variable is available with the others. Hornbill Request Summarizer - Email

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