Eh, well, I have been trained by IT staff long before to write very detailed explanations of issues, attempts at fixing, step by step reproduction instructions, include screenshots, etc. I am sure AI has elevated it but the summarizing nature is probably a net benefit for those reading/managing tickets. I’m not in a ticket queue position other than as an end user needing support, so my only data point I have on it is the desktop support guy in my office says he’s on board with it all simply because he can write his snarky comments as he’s always wanted to and then just tell the LLM to make it friendly before sending.
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Eh, well, I have been trained by IT staff long before to write very detailed explanations of issues, attempts at fixing, step by step reproduction instructions, include screenshots, etc. I am sure AI has elevated it but the summarizing nature is probably a net benefit for those reading/managing tickets. I’m not in a ticket queue position other than as an end user needing support, so my only data point I have on it is the desktop support guy in my office says he’s on board with it all simply because he can write his snarky comments as he’s always wanted to and then just tell the LLM to make it friendly before sending.