AI agent tickets are tickets for messaging conversations that were handled entirely by your AI agent, meaning they haven’t yet been or never were escalated to a human agent. Agents and admins can view AI agent tickets in the Agent Workspace.
AI agent tickets help you:
- Identify customer requests that are ongoing or have been solved without human intervention. Search for or create views for AI agent tickets to quickly discover which types of issues are being solved without human agent involvement.
- Provide context for customer interactions. AI agent tickets appear in the interaction history for customers who have had previous interactions with the AI agent. This gives agents who are handling a ticket more context on the engagements that this customer has had with your business.
- Audit conversations to analyze AI agent responses. Read the full conversations between your AI agent and customers to see how your AI agent is responding and identify areas for improvement.
- Gain better visibility into your automated resolutions. Examine your solved and closed AI agent tickets to confirm that interactions counted as automated resolutions are being resolved appropriately.
Viewing AI agent conversations as tickets in the Agent Workspace (4:17)
This article contains the following topics:
About AI agent tickets
AI agent tickets can be created for any level of Zendesk AI agent functionality, including Essential, Advanced, and legacy, as well as third-party bots. Note that AI agent tickets are also created for basic messaging responses.
When a customer begins a messaging conversation with an AI agent (or just in the Web Widget), an AI agent ticket is created. AI agent tickets are always read-only.
As long as a conversation is not escalated to a human agent, it is considered an AI agent ticket. When an AI agent ticket is escalated to a human agent, the ticket is no longer considered an AI agent ticket and becomes a regular, editable ticket.
While an AI agent conversation is ongoing, the AI agent ticket is in the Open status. The conversation is no longer considered ongoing when:
- 4 days have passed since the last response, or
- (For third-party bots only) The third-party bot logic deems the conversation resolved.
At that point, an AI agent ticket moves into the Solved status, and then into the Closed status based on your business rules.
AI agent tickets can be deleted only when they’re in the Solved or Closed status. This prevents agents or admins from accidentally deleting the ticket for an ongoing AI agent conversation.
AI agent tickets don’t disrupt existing workflows based on business rules, including automations, triggers, and more. These types of workflows continue to function only on regular tickets and cannot act on AI agent tickets. This means that these workflows take effect as expected when an AI agent ticket is escalated to a human agent.
AI agent tickets count toward your account’s data storage limits. If necessary, you can create a ticket deletion schedule to target AI agent tickets specifically.
Turning the AI agent tickets feature on or off
To turn the AI agent tickets feature on or off
-
In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging.
- Click Manage settings.
- Click the AI agent conversations as tickets in Agent Workspace section to expand it.
- Select or deselect Turn on AI agent conversations as
tickets.
- Click Save settings.
Identifying an AI agent ticket
To help you distinguish between AI agent tickets and regular tickets, AI agent tickets have a number of visual identifiers:
- A bot icon appears in the ticket tab.
- An “AI agent” badge appears in the ticket header (and the intent and filter are missing).
- All the fields in the ticket properties panel are grayed out.
- The Assignee field lists “AI agent” as the value.
- The composer and macros menu are hidden.
- A message in the ticket footer notes that this is an AI agent ticket.
To help agents and admins identify AI agent tickets in views and search results in Support, the Assignee column includes a bot icon for AI agent tickets.
Understanding functionality limitations for AI agent tickets
AI agent tickets have different limitations and considerations than regular tickets. The following sections provide more details:
Functionality limitations
The following functionality does not currently work on AI agent tickets until they are escalated to a human agent (at which point they become regular, editable tickets):
- Deleting tickets for ongoing AI agent conversations
- Modifying ticket properties
- Adding public comments or internal notes
- Applying macros
- Triggers and automations
- SLAs
- Omnichannel routing
- Skills calculation
- Ticket assignment/reassignment
- Bulk editing
- Ticket sharing
- Custom ticket statuses
- Problem/incident ticket linking
- Exporting ticket data
- Ticket merging
- Intelligent triage
- Entity detection
- Auto assist (including actions)
- AI-based redaction suggestions
- Workflows that rely on the “created_at” event
- Domain-level events in integrations
- Zendesk Apps framework (ZAF) apps
Additionally, AI agent tickets don’t appear in the following places:
- Agent Home
- Explore reports
- The outputs of APIs that list tickets (such as the endpoints listed here)
Sunshine Conversations considerations
The following Sunshine Conversations considerations apply to AI agent tickets:
- Pre-existing conversations are not backfilled as AI agent tickets.
- Each new zd:agentWorkspace conversation generates a regular ticket.
- Each new non-zd:agentWorkspace conversation generates an AI agent ticket.
- User data is synced either when an AI agent ticket is marked as Solved or when the ticket is escalated to an agent.
- The releaseControl action marks the associated AI agent ticket as Solved.
Finding AI agent tickets in your account
To find AI agent tickets in your account, agents and admins can:
- Search for AI agent tickets in Agent Workspace
- Search for AI agent tickets in Support
- Create or edit views to show AI agent tickets
- Filter existing views for AI agent tickets
To prevent disruption, AI agent tickets aren’t included in existing lists, views, or searches by default. However, you can update existing lists, views, and searches (or create new ones) to include AI agent tickets as desired.
Searching for AI agent tickets in Agent Workspace
From within Agent Workspace, you can search for tickets and narrow your results so that you see only AI agent tickets.
To search for AI agent tickets in Agent Workspace
- Perform an advanced search.
- Select the Tickets filter.
- Select Support type.
- Select AI agent.
Your search results are filtered to AI agent tickets only.
Searching for AI agent tickets in Support
On the Search page in Support, you can search for tickets and narrow your results so that you see only AI agent tickets.
To search for AI agent tickets in Support
- Perform a search.
- On the search results page, click Filters.
- In Support type, select AI agent.
Your search results are filtered to AI agent tickets only.
Creating or editing views to show AI agent tickets
You can create or edit views to include regular tickets and AI agent tickets, or AI agent tickets only. By default, views created before you turned on the AI agent tickets feature do not include AI agent tickets.
To create or edit a view to show AI agent tickets
- Create a new view or edit an existing view.
- Under Meet ALL of the following conditions, add the following
condition based on what you want your view to show:
- For regular tickets and AI agent tickets: Ticket > Support type | Is | All
- For AI agent tickets only: Ticket > Support type |
Is | AI agent
Filtering views for AI agent tickets
You can filter the results of an existing view to show regular tickets and AI agent tickets, or AI agent tickets only. This works only if the view has been created or updated to include AI agent tickets.
To filter a view for AI agent tickets
- Open a view.
- Click Filter.
- In Support type, select one of the following options:
- All to show regular tickets and AI agent tickets.
- AI agent to show AI agent tickets only.
- Click Apply filters.
