Let AI Agent autofill tags and ticket fieldsUpdated 6 hours ago
AI ticket tagging saves time by having AI Agent automatically fill out ticket fields and add tags to the conversations it handles. By setting up automatic tagging, you make it easier to organize and label tickets, trigger automations, and analyze trends with accurate data and reporting.
Requirements
- You must have an active AI Agent subscription
- You must have Lead, Admin or Account Owner permissions to change these settings
Choose tags for AI Agent to autofill
In your AI Agent’s settings, choose the tags that you want AI Agent to add to tickets. When AI Agent responds to a ticket, it identifies whether to add a tag based on the conversation and your description of the tag.
If you need to make changes to your existing tags, you can edit, add or delete tags in your helpdesk settings.
- From the main menu, go to AI Agent, then select Settings.
- Under AI ticket tagging, select Tags.
- Click Add Ticket Tags, then select the tags that you want AI Agent to autofill.
- Next to each selected tag, describe what the tag is for and when AI Agent should use it.
- Select Save Changes to finish.
Choose ticket fields for AI Agent to autofill
In your AI Agent’s settings, choose the non-managed ticket fields that AI Agent should autofill when it handles a new ticket. When AI Agent responds to a ticket, it detects and fills in ticket fields based on the conversation and your description of the ticket field.
If a ticket field is conditional (it depends upon another field), AI Agent will follow the logic defined in your conditions. Human agents can review and change any ticket fields if needed.
- From the main menu, go to AI Agent, then select Settings.
- Under AI ticket tagging, select Ticket Fields.
- Click Add Ticket Fields, then select the ticket fields that you want AI Agent to autofill.
- Select Save Changes to finish.
FAQs
Does AI Agent autofill tickets from email and chat?
Yes, AI Agent autofills tags and ticket fields across both email and chat channels
How does AI Agent decide what tag or ticket field to autofill?
AI Agent reads the context of the ticket conversation and uses your ticket field or tag description to decide the most relevant values to add.
You can edit your description of each tag in your AI ticket tagging settings. You can change a ticket field’s description from your helpdesk settings (go to Settings > Ticket Fields).
Will AI Agent respect conditional ticket fields?
Yes. If a ticket field is set up to only appear after another field is filled (a “conditional field”), AI Agent will follow the logic set out in your conditions when autofilling them.
Will AI Agent fill out required fields before closing a ticket?
AI Agent will fill out any ticket fields you’ve selected that it considers relevant based on the conversation, including ticket fields marked as required.
AI Agent is able to close a ticket without having filled in a required ticket field. Make sure to select any required ticket fields in your AI Agent settings, and that you have good descriptions for required ticket fields. You can change a ticket field’s description from your helpdesk settings (go to Settings > Ticket Fields).
Can I still change ticket fields or tags manually?
Yes, you can always edit or override any tag or ticket field value that AI Agent adds to a ticket.
Can I use this feature to improve automations?
Definitely! 🎉
When ticket fields and tags are used consistently, you can use them to power Rules, create Views, and get reliable insights from your reports.
