Possible Queries:


Resolution Path:


1. I want to export the list of summaries added to the tickets in my Freshdesk account. How can I do that?


From the UI, there is no direct option to export the data inside the Summary section. However, we can suggest the customer execute a script and trigger the View Summary API call to get this information.


2. What will happen to the data inside the Summary section once I disable it?


Once the customer disables the Summary functionality under the Admin>Helpdesk Settings section, the Summary tab will not be displayed inside tickets. However, once we re-enable it, the data will be reinstated.


3. Can I edit the Summary created by another agent?


If the agent has access to edit everyone's notes, then they would be able to edit the summary created by a different agent. The customer can check this under Admin>Roles and click on the role a specific agent is mapped to cross-verify this. Screenshot for reference:



If the agent is mapped to "Edit only their own notes", they will not see the Edit option to modify the summary created by another agent.


This is how the UI will look like to see the agent who created and last updated the summary.



4. I am unable to see the Edit/Delete option inside the Summary section though I have access to edit everyone's notes. How can I fix this?


If the agent who created the Summary is deleted from the Helpdesk system, the other agents will not be able to edit it and it will be in the read only mode.


However, we can try deleting it using the Delete a summary API call.