Alright, so I ran Freshdesk for a support team for a quarter. Their new "Conversation Summary" AI feature was the main reason I gave it a shot. The promise was solid: save agents time by auto-generating a synopsis of long ticket threads.
The reality is... it's aggressively mediocre. It’s not *wrong*, but it’s not useful either. It feels like a highlighter, not a summarizer. It just rephrases the first and last customer message, completely missing the nuanced back-and-forth in the middle where the actual problem usually gets diagnosed.
My team's main gripes:
* It ignores critical details buried in agent notes, like internal ticket IDs or specific error codes an agent pasted.
* When a customer changes their request mid-thread (happens constantly), the summary defaults to the initial query.
* Zero customization. You can't tell it to prioritize certain data points. It's a black box.
So you end up with a "summary" an agent can't trust, meaning they have to skim the whole thread anyway. Defeats the entire purpose. I've seen better summarization in a few Slack bots. For a platform of this scale, it feels like a checkbox feature, not something built with actual support workflows in mind.
Anyone else trialed this? Did you find a way to make it actually functional, or is it just a dashboard ornament for now? I'm already eyeing the door.