Take over a ticket without reading the whole thread
Every ticket in Tvixel opens with a short summary at the top: what the customer wants, what has been promised along the way and where the ticket stands now. It writes itself, stays up to date and appears in your language, not the customer’s.
European AI • Masked personal data • Efficient summaries
Writing the reply does not take long
Getting ready to reply does
Writing the reply is rarely the problem. It only takes a couple of minutes once you know what to say. The problem is everything that comes before it when the ticket is not yours: seventeen messages to read just to find out what a colleague agreed with the customer last week.
Every support team pays that price several times a week. Whenever someone is ill, whenever a shift ends and whenever a ticket moves from one department to another.
Three or four sentences that bring you up to date
A summary in Tvixel might look like this:
The customer asks for help switching their subscription to another provider partway through a billing period.
Anders has offered a credit and asked for the customer or invoice number.
The customer has now changed their mind and asks for a discount instead.
The format is deliberate. The summary follows a short timeline, and the final sentence always describes the current situation: what you need to act on now. Colleagues are mentioned by first name, while the customer is simply called the customer.
Everything else a handover needs
The summary sits at the top. Below it are the tools you already use to hand tickets over: internal notes in the thread, separate from what the customer sees, and the option to mention a colleague in a note so they receive a notification with a direct link to the ticket. If the customer writes in another language, the conversation is translated both ways. Once you have drafted a reply, you can have it proofread, shortened or rewritten in your company’s tone of voice before sending it.
Try Tvixel for free
Summaries are enabled from your very first ticket.
- Summaries are enabled by default
- All data stays within the EU
- Try it now – no credit card required
In your language, not the customer’s
The summary is written in the language you use in Tvixel. If the customer writes in Danish or German, you still get the summary in English. If you and a colleague have different language settings, each of you gets your own version of the same ticket.
You choose whether to use it
Under your profile, you can choose between three options:
Always summarize
Only when I ask
- Never
Anonymised before reaching AI
Before the correspondence leaves our server and is sent to AI, all personal data is masked. As always, everything is hosted in the EU.
What is an AI summary of a support ticket?
It is a short text at the top of the ticket that explains what the customer wants, what has been promised along the way, and where the ticket currently stands. It saves you from having to read through the entire conversation every time you take over a ticket you haven’t been following yourself.
Which AI does Tvixel use for summaries?
Mistral. A European language model running on servers in France. We do not use American AI providers for customer data.
Is customer data sent outside the EU?
No. The text is processed in France, and personal data is masked before it leaves our server. The summary itself is stored with the ticket in our own database and is deleted along with the ticket.
Does the summary stay up to date?
Yes. When a new message is added to the ticket, the summary is updated the next time the ticket is opened. You can also update it manually using the button in the summary box if you want a new version right away.
Can it be turned off?
Yes, under your own profile. You can choose whether every ticket should be summarized automatically, whether the summary box should remain empty until you request a summary, or whether you do not want to see it at all. This setting only applies to you, and your company administrator can also disable the feature for everyone.
Does it work with tickets in languages other than Danish?
Yes. The summary is written in the language you use Tvixel in, regardless of the language the customer has written in.
How long is a summary?
A maximum of four sentences when there is an ongoing conversation in the ticket, and a maximum of two when there is only one message. If the summary is longer than the thread itself, it hasn’t done its job.