Handling escalated support tickets often feels like chasing a moving target. With critical information scattered across tools like Zendesk, Jira, and Slack, teams struggle to piece together the full story. This fragmentation slows response times, frustrates stakeholders, and wastes valuable hours.

At Celigo, we knew there had to be a better solution—so we built it. The AI Support Ticket Summary Bot turns chaos into clarity, delivering actionable insights in seconds and redefining ticket management.

Imagine this: a critical customer issue escalates, and your team scrambles. Support is sifting through conversations, engineering is buried in Jira updates, and leadership demands status reports. Hours pass, yet no one has a clear picture.

Sound familiar? We’ve been there, too.

That’s why we created the AI Support Ticket Summary Bot. It unifies data from Zendesk, Jira, and Slack into a concise summary — delivered in under 30 seconds.

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The problem: why we built this bot

When tickets escalate, clarity is critical—but it’s often in short supply. 

The hurdles are significant:

• Information silos: Data is spread across multiple tools like Zendesk, Jira, and Slack, making it hard to track.
• Manual processes: Summaries require time-intensive digging through systems, creating room for error.
• Leadership delays: Decision-makers often lack the timely insights they need to act.

We needed a solution that streamlined ticket updates, empowered collaboration, and kept stakeholders informed — quickly and accurately.

This bot is designed for teams at the center of ticket escalation management:

• Leadership: Access high-level summaries for timely decisions.
• Customer support managers: Quickly gain insight into ticket status and team efforts.
• Engineers: Stay updated on linked tickets and action items without switching tools.
• QA teams: Efficiently track escalations and provide input.

The solution: AI support ticket summary bot

The bot uses Celigo’s iPaaS platform and OpenAI to automate the entire support ticket workflow. Here is how it works. 

Trigger

A user posts a Zendesk ticket link in a Slack channel, indicating escalation.

Data retrieval

The bot pulls data from:

• Zendesk: Ticket metadata, communication logs, and customer feedback.
• Jira: Linked issues, engineering updates, and action items.

AI-powered processing

OpenAI generates a structured summary, including:

• The original issue.
• Suggested solutions and customer responses.
• A timeline of communications (emails, meetings, chats).
• Current status and next steps.
• Jira updates are tied to the ticket.

Slack delivery

The AI-generated summary is posted in Slack, ensuring everyone stays aligned without leaving their primary workspace.

Building the bot 

Step 1: Setting up the flow

• Use a webhook to detect Slack messages with Zendesk ticket links and trigger the bot.
• Integrate Slack, Zendesk, Jira, and OpenAI connectors in Celigo’s platform.

Step 2: aggregating data

• Pull metadata and comments from Zendesk and Jira.
• Organize data into structured datasets for processing.

Step 3: creating AI-driven summaries

• Define OpenAI prompts to extract the required details and create a readable summary.
• Specify mappings to ensure the AI processes the correct datasets.

Step 4: Integrating with Slack

• Configure the bot to send the summary back to Slack in an actionable format.

The results: business value delivered

Transform the way your team manages support escalations with AI-driven automation. Here’s how the AI Support Ticket Summary Bot delivers real business value:

• Speed: Summaries are ready in less than 30 seconds.
• Clarity: Unified updates ensure teams stay informed and aligned.
• Efficiency: Frees agents and managers up to resolve issues instead of creating reports.
• Collaboration: Combines data from multiple tools into one actionable update.

Built by Celigo, used by Celigo

This isn’t just a concept, it’s a solution we rely on daily. At Celigo, we built this bot to solve our own challenges, and we’ve seen its impact firsthand.

The AI Support Ticket Summary Bot is a breakthrough in escalation management. Eliminating inefficiencies, keeping teams aligned, and accelerating decision-making drive what matters most: seamless customer experiences and higher team productivity.