Ticket thread summary

A ticket with 30 replies, half public and half internal, is intimidating to pick up cold. The thread summary feature gives you a one-paragraph summary plus a suggested next step.

How it works

On the ticket page sidebar there's a ✨ Summarize thread button. Clicking it:

1. Sends Claude the full thread — public replies and internal notes both. (The model isn't going to leak internal notes; it's just synthesizing for the agent's benefit.)
2. Returns two strings: a 2–3 sentence summary and a one-line "next step" suggestion.
3. Renders both in a violet card in the sidebar.

The result isn't saved on the ticket — it's a one-shot, agent-local read. Refresh the page and the card is gone until you click again.

What "next step" tries to be

The prompt asks Claude to pick one of:

• "Reply to the customer" — usually because they're waiting on you.
• "Wait for customer reply" — you've sent something, they haven't responded.
• "Internal action needed" — a colleague to ping, a system to check.
• "Close the ticket" — the conversation appears resolved.

Treat it as a sanity check, not gospel. Skim the actual thread before acting.

When to use it

• You're picking up someone else's ticket.
• The customer has just replied to a thread you haven't seen in two weeks.
• You're triaging a backlog and need to decide what to handle first.

When not to use it

• Short threads (under 4 messages) — just read them.
• Sensitive content where you don't want to send it to a third-party LLM, even cached briefly.

Cost

Typical: 4000 input tokens + 200 output tokens. About $0.005 per call. Cheap enough that you can summarize every long thread you encounter.

Off-switch

Settings → AI → uncheck Ticket thread summary. The button stays but returns "feature disabled".