Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Agent |
A summary of a long thread, in seconds. The most quietly useful thing Copilot does, and it has one limitation.
Summarise a ticket
- Open the ticket in the Agent Workspace.
- Click View ticket summary. The summary appears as a banner under the ticket header.
- Read it, then skim the thread for anything it left out.
It does not update itself
A summary describes the ticket as it was when it was generated. Comments added afterwards are not in it until you click Refresh in the banner, and a summary can be generated only once every five minutes.
A refresh counts as a use. Without the add-on, once the monthly limit is reached you get a notice in the ticket header and the refresh button is dimmed.
It covers the public comments by default, up to about a hundred words, and it takes in the conversation the customer had with an AI agent before being handed over. An admin can extend it to internal notes, which changes what a summary is: useful for an agent picking up a ticket, and no longer something you would want quoted anywhere.
You may already have it
Summaries come with Suite and Support Professional and above at no extra cost, so the add-on is not what stands between you and this. What the add-on changes is the ceiling.
Without it you share a combined allowance of five AI tool uses per agent per month across the team, capped at 500 a month for the account, and a manually requested summary spends one. Reach the limit and Copilot features pause until the next billing cycle. With the add-on, usage is unlimited.
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, and it has about a hundred words to do it in. 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, and where internal notes are included it is written from things the customer was never meant to read. 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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