Thread Summarizer Agent
The Thread Summarizer agent reads a support ticket thread and produces a concise summary that captures the customer's issue, actions taken, current status, and any outstanding items.
Use Cases
- A downstream agent needs a concise summary of a ticket rather than the full thread.
- You want to include a ticket summary in an email notification, Slack message, or escalation.
- A human reviewer needs a quick overview before deciding on an action.
- You need to pass ticket context to a search agent without overwhelming it with the full thread.
Inputs
| Input | Type | Description |
|---|---|---|
thread | Thread | The support ticket thread to summarize, including title, description, and comment history. |
Outputs
| Output | Type | Description |
|---|---|---|
summary | Text | A concise summary of the ticket thread. |
Configurations
| Parameter | Description | Default |
|---|---|---|
| Comment window | Number of recent comments to include from the thread. Older comments are excluded from the summary. | 10 |
| Instructions | Custom guidance for the summarizer (e.g., "Focus on the resolution status" or "Include any mentioned deadlines"). | None |
| Summarize without LLM | When enabled, returns a structured representation of the ticket data instead of a narrative summary. Useful when you need raw ticket fields for downstream processing rather than a human-readable summary. | Off |
What the Summary Includes
The LLM-generated summary typically covers:
- Issue -- what the customer reported or requested.
- Actions taken -- what has been done so far in the thread.
- Current status -- where things stand (resolved, pending, escalated).
- Outstanding items -- anything still unresolved or awaiting a response.
The exact structure depends on the ticket content and any custom instructions you provide.
How to Use This Agent
Summarize a ticket before searching for relevant knowledge:
ticket_trigger -> thread_summarizer -> knowledge_search -> respond_using_search_results -> workflow_outputInclude a summary in an escalation notification:
ticket_trigger -> thread_summarizer -> send_email (to: escalation team)Tips
- Use custom instructions to shape the summary for its downstream consumer. A summary feeding a search agent should emphasize the core question, while a summary for a human reviewer should emphasize status and next steps.
- Keep the comment window reasonable. Very long threads with dozens of back-and-forth messages produce better summaries when the window is limited to the most recent and relevant exchanges.
- Use "Summarize without LLM" when you need structured ticket data (title, description, comments) passed through without interpretation -- for example, as input to a Custom Code Agent that applies its own logic.
Related Agents
- Conversation Summarizer -- for summarizing chat conversations. Produces a search query rather than a narrative summary.
- Thread Categorizer -- for categorizing threads rather than summarizing them.