HubSpot AI: A guide to summarize long ticket threads

We’ve all been there. A customer ticket lands in your queue, and the conversation history is a monster. It’s a tangled web of emails, internal notes, and previous agent handoffs. Just figuring out what’s going on can take ten minutes, time you could be using to actually help the customer.

AI summarization promises a way out, and HubSpot has built its own tools to do just that. But is a feature baked into your helpdesk enough to really change how your team works? Let's dig into what HubSpot's AI can do, where it hits its limits, and when it makes sense to bring in a specialized tool to handle the heavy lifting.

What is the HubSpot AI summarize long ticket threads feature?

At its core, HubSpot's AI summarization is a handy little feature tucked right into the conversations inbox that your sales and service teams already use every day. The idea is simple: instead of forcing an agent to read a massive wall of text, the tool generates a quick, clean summary of the entire conversation thread, including emails and chats.

This is part of HubSpot's bigger push into AI with its "Breeze AI" and "Content Assistant" tools. The goal is pretty straightforward: cut down on the time agents spend getting up to speed on a customer's history. This is especially helpful during shift changes or when a ticket gets passed from one person to another. Click a button, get the highlights, and jump right into solving the problem.

It’s a simple tool that works on a single ticket at a time, giving your team a quick snapshot of what’s happening without ever having to leave the HubSpot environment.

How the HubSpot AI summary feature works and its key limitations

HubSpot’s built-in summarization tool is all about simplicity. You don't have to go through a complicated setup, you just enable it and start using it.

Getting started with the native HubSpot tool

Using it is as easy as it sounds. When an agent is inside a conversation in the HubSpot inbox, they can click the AI assistant icon and generate a summary on the spot. The AI scans that specific thread and spits out a short paragraph with the main points. It comes in handy in a few common situations:

• Agent Handoffs: When a ticket needs to move to a new agent, the summary gets them up to speed in seconds.

• Escalations: If an issue needs to be bumped up to a senior team member, they can get the gist without reading every single reply.

• Picking up old conversations: When a customer replies to a ticket that's been quiet for a few days, the agent can get a quick memory refresh.

Limitations of HubSpot's native feature

While it’s nice for a quick overview, HubSpot's built-in summarizer has some real roadblocks for teams that are trying to get more efficient and automate their work.

• It only sees the current conversation. The AI summarizes the ticket you're looking at, and that's it. It has no idea what happened in past tickets, what's written in your external help center, or what’s stored in your internal wikis like Confluence or Google Docs. This means the summaries are missing a huge amount of context about the customer's history.

• It doesn't learn from your best agents. The tool generates each summary from scratch. It doesn't analyze past tickets to learn your company's tone of voice or figure out which solutions have worked best for similar problems before.

• The summary is just... a summary. After you get the summary, the AI's job is done. It can't automatically tag the ticket based on what it read, send it to the right person, or even suggest a reply. It gives you information, but it doesn't help you act on it.

• You can't test it before you go live. There's no way to see how the summarizer will work on different kinds of tickets in a test environment. You just have to turn it on and see what happens, which makes it hard to build reliable workflows around it.

For any team dealing with a serious volume of tickets, these issues can turn a helpful feature into a frustrating bottleneck pretty quickly.

Going beyond HubSpot's native AI with a dedicated platform

When a built-in feature just isn't cutting it anymore, it’s time to look at a dedicated AI platform that can sit on top of your helpdesk. Instead of just being another button inside HubSpot, a tool like eesel AI connects deeply with it and all your other knowledge sources to create summaries that actually power your workflows.

The big difference is moving from just getting information to taking action. HubSpot tells you what's in the ticket; eesel AI figures out what's in the ticket and then does the next step for you.

Unify all your knowledge for complete context

Unlike HubSpot’s tool, eesel AI plugs into everything. It learns from:

• All your past tickets: It digs through thousands of resolved tickets to understand your brand voice, common problems, and what solutions work best.

• Your internal wikis: It connects to knowledge bases in Confluence, Google Docs, and Notion, so the answers it provides are always based on your team's internal documentation.

• Your public help center: It treats your official help articles as the source of truth for customer-facing information.

This infographic shows how eesel AI unifies knowledge from various sources like past tickets and internal wikis to provide complete context, a key advantage over the HubSpot AI summarize long ticket threads feature.

This means when eesel AI summarizes a ticket, it’s seeing the complete picture. The insights it pulls are far more accurate and genuinely useful.

Turn insights into automated actions

This is where a dedicated platform really starts to pull away. eesel AI’s AI Triage and AI Agent can use the summary's context to automatically handle tasks right inside HubSpot. For example, it can:

• Tag and Categorize: Automatically apply tags like "Billing Issue," "Bug Report," or "Feature Request" so you can track trends.

• Smart Routing: Send an urgent ticket straight to Tier 2 support or route a sales question to the right account manager.

• Draft Replies: The AI Copilot can write a full, on-brand reply based on what it learned from the summary and your knowledge base. Your agent just has to review it and click send.

This workflow diagram illustrates how a dedicated platform turns insights from a summary into automated actions like tagging, routing, and drafting replies, going beyond the basic HubSpot AI summarize long ticket threads feature.

Suddenly, that summary isn't just a block of text. It's the starting point for an entire automated workflow.

Pricing and implementation: HubSpot's native AI vs. eesel AI

Alright, let's talk about the practical stuff: price and setup. While HubSpot’s features are bundled in, a dedicated platform is structured a little differently.

HubSpot Service Hub pricing

HubSpot's AI tools are part of their Service Hub plans. What you get depends on which tier you're on.

Plan	Price (Billed Annually)	Key Features Included
Starter	Starts at $9/mo/seat	Ticketing, Shared Inbox, Live Chat
Professional	Starts at $100/mo/seat	Help Desk Automation, Ticket Routing, Knowledge Base
Enterprise	Starts at $150/mo/seat	Custom Objects, Advanced Reporting, Conversation Intelligence

Heads up: Pricing is based on the Customer Platform and can change. The AI features are generally in the Professional and Enterprise plans.

The main thing to remember here is that you're paying for the whole Service Hub package, and the AI summary tool is just one small piece of that.

eesel AI pricing

eesel AI keeps its pricing clear and predictable. Every plan includes all its products (AI Agent, AI Copilot, AI Triage), and the cost is based on usage, not how many tickets you resolve. That means no surprise bills at the end of the month.

Plan	Price (Billed Annually)	Monthly AI Interactions	Key Features
Team	$239/mo	Up to 1,000	Train on docs, Slack/Teams integration, Copilot
Business	$639/mo	Up to 3,000	Train on past tickets, AI Actions (triage/API calls), Simulation
Custom	Contact Sales	Unlimited	Advanced actions, multi-agent orchestration, custom integrations

The big win here is that your costs are fixed. You can automate more and more conversations without worrying that your bill is going to shoot up.

Implementation and getting started: HubSpot vs. eesel AI

HubSpot's tool is simple because it’s already built in, but that also means you can't test it. With eesel AI, you can connect to HubSpot with a single click and be live in minutes. Even better, eesel has a powerful simulation mode. This lets you run the AI on thousands of your old HubSpot tickets to see exactly how it would have performed. You can calculate your potential resolution rate and fine-tune its responses before it ever touches a live customer conversation. It's a completely risk-free way to roll out AI.

A screenshot of eesel AI's simulation mode, which allows teams to test automation on historical data before going live, a key differentiator from the HubSpot AI summarize long ticket threads feature.

The verdict: When to choose HubSpot's native AI vs. a dedicated platform

So, how do you decide what’s right for your team? It really boils down to what you’re trying to accomplish.

HubSpot's native AI summarization is probably all you need if:

• You're a small team just starting to dip your toes into what AI can do.

• You only need a quick summary of a conversation every now and then.

• You want the simplest possible tool that requires zero setup.

But you should really look at a dedicated platform like eesel AI if:

• Your support team is growing and you need to automate workflows to keep up, not just get text summaries.

• You want your AI to give answers based on all your company knowledge, including past tickets and internal documents.

• You want to be able to test, simulate, and confidently roll out automation without guessing how it will perform.

While HubSpot gives you a nice first step, scaling your support means moving from basic summaries to smart, actionable automation. Platforms like eesel AI are designed to plug into the tools you already use and make them much, much more powerful.

Go beyond summaries and start automating today

Stop letting messy, novel-length ticket threads slow your team down. HubSpot’s built-in tools offer a glimpse of what AI can do, but a dedicated platform is what will actually transform your support operations. By giving your team an AI that learns from all your data and automates entire workflows, you free them up to focus on what they do best: creating great experiences for your customers.

Ready to see what a more powerful AI can do for your HubSpot setup? Simulate eesel AI on your historical tickets for free and find out what your automation potential really is.