Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Agent |
A summary of a long thread, in seconds. The most quietly useful thing Copilot does, and it has one limitation worth knowing.
Summarise a ticket
- Open the ticket.
- Ask for a summary from the panel.
- Read it, then skim the thread for anything it left out.
When it earns its place
- A ticket handed to you with twenty messages already on it.
- Returning to something after a week away.
- Before a handover, so the next person starts with context.
- An escalation, where somebody senior needs the position in thirty seconds.
The limitation
A summary reports what was said, not what matters. A single decisive sentence in message four can be compressed away, because it was short and the surrounding discussion was long.
So for anything consequential, use the summary to orient yourself and then read the messages that decided it.
Do not paste it to the customer
It is written for you, from a thread that includes internal notes. Summarising the conversation back to the person who had it is also faintly insulting.
Put it in the handover, not the ticket
Where a summary genuinely helps the next person, add your own note saying what remains to be done. The summary covers the history; what is missing is the judgement about what happens next.
Long threads are a signal
If summaries are needed constantly, the tickets are running too long. Worth looking at why, because that is a bigger problem than the reading time.
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