Summarize is only summarising the public comments. It makes sense that internal comments are not included in the summary today but a feature request would be to add a separate "internal" summary based on internal notes. This would allow agents to not just understand the comms back and forth but also the internal steps taken
Include separate summary for internal notes
Similar post made by me here with some additional comments by customers. - https://support.zendesk.com/hc/en-us/community/posts/6180675728794-AI-Ticket-Summarization-should-also-Summarize-Internal-Notes
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