AI ticket summaries

A long ticket thread takes time to read before you can reply. AI summaries condense it into a few plain lines, so you can get up to speed on a ticket fast.

What it does

The summary pulls out what the customer needs, what has already been tried, and where the conversation stands. It sits above the thread so you can read it before you scroll.

On demand or automatic

Summarise any ticket on demand to generate one when you need it. For long threads, a summary can also be generated automatically as the thread grows, so it is ready when you open the ticket.

Included, credit-funded

AI summaries are included in the plan. They are funded by a monthly credit allowance that scales with the size of your team, so there is no separate AI charge to think about. Your workspace's credit balance is shown in the app. If you run out for the month, summaries pause until the next monthly reset; nothing else in the app is affected.

Buying extra credits

If a busy month uses up your allowance, an admin can buy extra credits in the app: 1,000-credit packs at $4 each, paid as a one-time purchase, not a subscription change. Purchased credits sit in their own bucket and carry over month to month until you use them. Your monthly allowance is always spent first.

A low-credit alert emails your admins once when the balance drops below a threshold you choose, so you can top up before summaries pause. It is on by default and can be turned off in settings.