Account-level, not per-seat
The install belongs to the Zendesk account, so every agent in your subdomain shares one allowance. There is no per-agent signup step and nobody has to create a CaseMargin login to use it.
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Brief by CaseMargin reads the ticket you already have open — public comments, internal notes, requester history, priority, tags — and returns a structured case brief in one click. No copy-paste, no second tab.
25 free briefs / month per Zendesk account · installs in about two minutes · no credit card
A Zendesk ticket that has been open for three days is not a conversation. It is public replies, internal notes, side conversations, and trigger events, interleaved by timestamp rather than by relevance.
The single most useful fact on that ticket — what has already been tried, and what it showed — is usually in an internal note somewhere in the middle. Which means every agent who touches the ticket after the first one starts the same way: scrolling to the top and reading forward.
That reconstruction costs ten to fifteen minutes per handoff, and it never appears in a metric. It looks like an agent being quiet.
What Brief changes: the next agent opens the ticket and reads a brief in the sidebar instead of the thread in the main pane. The thread is still there when they need it — they just do not have to start with it.
Three steps, and only one of them is yours.
A Zendesk admin installs the app from the marketplace listing. It appears as a panel in the ticket sidebar for every agent in the account. No per-agent setup, no browser extension, nothing for agents to configure.
The app sits in the sidebar of the ticket you are already on. It reads that ticket directly through Zendesk's app framework, so there is nothing to paste and nothing to select.
Brief returns a structured case brief in about four seconds: a Quick Scan block at the top for triage, then the full brief underneath. Copy it into an internal note, or read it and move on.
This is the part most summarisation tools get wrong. If a tool only sees public comments, it misses the diagnostic work — because the diagnostic work lives in internal notes.
Brief pulls the full picture from the ticket it is attached to:
The output is a compression, not an expansion. A 6,800-character thread becomes a brief of roughly 1,400 — enough to act on, short enough to read at shift start.
#4128 — Exports failing after migration
Overall assessment
EU export workers are returning 502 since the migration window; US region is unaffected. Customer is blocked on a reporting deadline tomorrow.
Next step
Restart the EU export workers, then confirm on the ticket with the customer.
Status
Waiting on engineering
Current problem
EU exports return 502 since 16:00 UTC; US region unaffected
Customer blocked on quarterly reporting deadline tomorrow
Actions already taken
Queue restarted 16:40 → cleared US backlog only
Engineering paged → EU restart still pending
Actual Brief output, shortened for display
A few decisions that matter once more than one agent is using it.
The install belongs to the Zendesk account, so every agent in your subdomain shares one allowance. There is no per-agent signup step and nobody has to create a CaseMargin login to use it.
Briefs generated by your account can be searched later by teammates, so a case someone briefed last month is findable. Only the brief output is stored — never the raw ticket text.
A linked install signs every history request with a per-install secret that Zendesk holds and never exposes to browser code. A subdomain name alone is not enough to read your history.
Every brief has the same shape — Quick Scan, then current problem, actions taken with outcomes, and key context. Consistency is what makes a team trust briefs enough to stop reading threads.
Facts come from the ticket, not from the model's imagination. Where information is missing, the brief says so and rates the ticket's information quality rather than inventing detail.
The same engine powers the browser tool and the Chrome extension. Tickets from other systems can still be briefed by pasting them into the web builder.
25 briefs per month, free, per Zendesk account. Not per agent — the whole account shares the allowance, which is enough for most teams to run it on escalations and shift handoffs without paying anything.
Beyond that, the PRO tier raises the allowance to 100 briefs a month and adds shareable brief links. There is no credit card required to install, and nothing expires into a paywall mid-ticket.
Install Brief by CaseMargin from the Zendesk Marketplace. It adds a panel to the ticket sidebar; open any ticket and click generate, and it returns a structured case brief covering the current problem, what has already been tried and what each step showed, key context, and a suggested next step. Nothing needs to be pasted.
Yes. This matters more than it sounds, because most of the real diagnostic work on a support ticket is recorded in internal notes rather than in replies to the customer. A summary built only from public comments would miss what the team has actually tried.
There are 25 free briefs per month per Zendesk account, shared across all agents in that account rather than metered per seat. The PRO tier raises that to 100 briefs a month and adds shareable brief links. No credit card is needed to install.
The raw ticket text is never stored. Only the sanitized brief output is retained, and only so your team can search its own history later. Briefs generated anonymously are not stored as content at all.
No. The install is account-level, so every agent in your Zendesk subdomain can use it immediately. There is no per-agent signup and no separate login for agents to manage.
It works as a standard Zendesk Support app and does not depend on Zendesk's own AI add-on or a specific plan tier, so it is usually the cheaper route for teams that are not on a plan that includes native AI summarisation.
Yes. The web brief builder runs the same engine — paste a ticket thread into it and you will get the same brief structure you would see in the sidebar, with no install and no signup.
Install from the Zendesk Marketplace and your agents get a structured case brief in the sidebar of every ticket. 25 free briefs a month per account, no credit card, about two minutes to set up.
25 free briefs / month per Zendesk account · raw ticket text is never stored