I am a big fan of the platform, and I’m especially impressed with how you’ve integrated AI summarization and robust automation rules into the help desk.
I have a feature request that bridges these two powerful capabilities to solve a major reporting pain point for IT and help desk teams.
### The Request
I would love to see a native action added to the **Automation Rules** engine that allows an AI-generated summary of a ticket thread to be written directly into a **Custom Field** (e.g., a text or text-area field named "Summary" or "Resolution").
**Example Workflow:**
* **Trigger:** Ticket status changes to "Closed"
* **Condition:** *[Optional filtering by technician or category]*
* **Action:** Generate AI Summary ➔ Write output to Custom Field: [Select Custom Field Name]
### Why This Is a Game-Changer for Users
While the ability to manually generate an AI summary within a ticket is great for a live technician, automated macro-level logging would unlock incredible value:
1. **Grid View Visibility:** By automatically pushing the final AI summary/resolution into a custom field upon closing, managers and technicians can see exactly *how* a ticket was resolved directly from the main graphical user interface grid, without having to click into individual tickets.
2. **High-Value CSV Exports:** Standard CSV exports capture custom fields, but they leave out the back-and-forth comment history. By automating the AI summary into a custom field, the actual technical resolution is cleanly captured in a flat spreadsheet row.
3. **Automated Performance Reviews & Reporting:** At the end of a month, quarter, or semi-annual review cycle, technicians could export their closed ticket CSV and run it through tools like Microsoft Copilot or other LLMs. Because the custom field contains a concise, high-context resolution summary, external AI can instantly analyze months of data to build comprehensive performance "brag sheets" and engineering summaries.
Since Jitbit already has the AI engine, the custom field architecture, and the automation rule triggers, handshaking them together feels like a natural and incredibly powerful next step.