Managing AI-handled tickets just got easier.

AI Agent’s new ticket field autofill automatically categorizes conversations and keeps reporting accurate without needing manual work.

What it does

AI Agent fills the right fields for every ticket, across chat and email, while respecting your conditional logic.

Why it matters

• Automate workflows and routing rules more effectively

• Build accurate reports and dashboards for clearer insights

• Maintain clean, structured data across every channel to inform strategy

How to set it up

1. Go to AI Agent > Settings.

2. Under AI ticket tagging, select Ticket fields.

3. Choose which ticket fields you want AI Agent to autofill.

4. Add short descriptions in Ticket Fields settings to guide when and how each field should be filled.

Note: AI Agent will still close tickets even if the related ticket fields are marked as “Always required.”

Use case: Handle BFCM ticket spikes automatically

When products sell out during Black Friday and Cyber Monday, AI Agent detects “out of stock” messages and autofills fields like:

• Contact reason: Product availability

• Issue type: Out of stock

• Product: Automatically detected from the message

This lets you route these tickets instantly, send proactive updates, and track which products cause the most stock-related inquiries to help forecast inventory demand.

Want to explore more ways to use Ticket Fields? Read our best practices guide here 📓