Summarizing requests

Keeping track of every crucial detail when handling complex IT issues can be a challenge, whether it’s a new hardware installation involving approvals, configuration, and testing, or a major network incident requiring multiple agents’ attention.

Atomicwork’s Summarize feature allows agents to create a comprehensive summary of any request—be it a general inquiry, service request, or incident. These summaries encapsulate the entire conversation, outline the steps taken, and provide updates on request attributes like the status and assignee. They also gauge the user’s sentiment throughout the process, offering valuable insights into their experience.

Generating a request summary

• Navigate to the required request in your workspace.

• Click on the Summarize button next to the request subject.

• The summary is automatically generated and displayed below the description.

Adding a request summary to a reply or private comment

You can add the request summary to a reply for the requester or as a private comment. Summarizing the request keeps both the requester and the team informed, reducing the need for follow-up questions.

• Click on Reply or Private comment in the text editor, depending on your need.

• Click on Summarize at the bottom of the editor.

• The request summary is automatically appended to the content in the editor.

Using request summaries in workflows

Admins can integrate request summaries into workflows for improved communication with all stakeholders. For instance, during a major incident, sharing a cohesive report that outlines all actions taken, the current status, and next steps is invaluable to maintain transparency.

• Go to Settings > Your workspace > Workflows.

• Click on Perform action.

• Choose Send an email, Add a private comment, or Send reply to requester as the action.

• Click on Add summary at the bottom of the editor.

• The request summary is automatically generated and appended to the content of the action.