> Source: https://builder-docs.ema.ai/agent-reference/core/thread-summarizer > Title: Thread Summarizer Agent # 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_output ``` Include 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](/legacy-docs/agent-reference/core/conversation-summarizer) -- for summarizing chat conversations. Produces a search query rather than a narrative summary. - [Thread Categorizer](/legacy-docs/agent-reference/core/thread-categorizer) -- for categorizing threads rather than summarizing them.