Summarize a long ticket with AI

When a ticket has a long back-and-forth, the AI Summarize button posts a quick recap right into the thread as a private note — so you (or a teammate picking up the ticket) can catch up without rereading everything.

Before you start#

Summarize only appears once your workspace has an AI provider connected under Settings → AI features → Connections (an owner sets this up once, for the whole workspace). If you don’t see the button, ask your workspace owner to connect a provider there.

Summarize a ticket#

1. Open the ticket you want a recap of.
2. At the bottom of the composer, on the left, click ✨ Summarize. It’s available whether Reply or Note is selected in the toggle above — you don’t need to switch modes first.
3. While it’s working, the button reads “Summarizing…” and is disabled. Don’t click it again — wait for it to finish.
4. The summary posts automatically as a distinct card in the thread, tagged “✨ AI note” and timestamped, right where a new message would appear.

What it is — and isn’t#

• It’s a private note: the customer never sees it, it’s never emailed to anyone, and it doesn’t count as a reply.
• Generating a summary never changes the ticket’s status, its Now/Later placement, or its assignment.
• You can summarize the same ticket more than once — each pass adds a new AI note card rather than replacing the last one, so you can compare recaps from different points in a long conversation.
• If it fails, a “Summary failed” notice appears at the bottom of the ticket window. Nothing is posted — just click Summarize again.

Related articles#

• Add an internal note
• Reply to a ticket