AI Agents

AI agents are automated assignees that can handle tickets end-to-end. Instead of assigning a ticket to a human team member, you assign it to an AI agent. The agent reads the ticket, determines the appropriate action, executes it, and resolves the ticket — or escalates to a human if it can't proceed.

How AI agents work

Ticket created (manually, from conversation, or recurring)
        ↓
Assigned to AI agent
        ↓
Agent reads ticket title, description, type, and priority
        ↓
Agent searches knowledge base for relevant context
        ↓
Agent takes action (responds to customer, updates a record, etc.)
        ↓
Agent marks ticket as done (or escalates if blocked)

Agents operate asynchronously. After assignment, the agent picks up the ticket in the background — typically within seconds to a few minutes depending on queue depth.

Creating an AI agent

Writing effective agent instructions

Agent instructions work like a system prompt. Be explicit about:

• What the agent is responsible for — "You handle tier-1 customer support tickets about billing and account access."
• What actions it can take — "You can look up account information from the knowledge base and respond to customers directly."
• What it should not do — "Do not issue refunds. Do not share information about unreleased features."
• When to escalate — "If a customer mentions a legal dispute or asks for a refund over $500, escalate to a human."

You are a billing support agent for Acme Inc. Your job is to
resolve tier-1 billing tickets.

You can:
- Look up plan information and pricing from the knowledge base
- Explain invoice line items to customers
- Confirm when payments were processed

You cannot:
- Issue refunds or credits (escalate these)
- Access individual account records
- Make commitments about future pricing

Escalate to a human if:
- The customer is threatening a chargeback
- The issue requires accessing account-specific data
- You are not confident in your answer after two attempts

Assigning tickets to AI agents

Manual assignment

Open any ticket and use the Assignee dropdown. AI agents appear in the same list as human team members, with an "AI" badge.

Auto-assignment rules

You can configure rules to automatically assign tickets to an AI agent based on ticket attributes:

Example rules:

• All task tickets with priority low → assign to Triage Agent
• All tickets with label billing → assign to Billing Agent
• All recurring tickets from a specific schedule → assign to Ops Agent

How agents handle tickets

When an agent picks up a ticket, it:

1. Reads the ticket title, description, type, priority, and any linked conversation history.
2. Searches your knowledge base for relevant content.
3. Generates a response or action based on its instructions and the retrieved context.
4. Posts an internal comment on the ticket documenting what it did and why.
5. Updates the ticket status to done if resolved, or leaves a comment and escalates if not.

Agent activity log

Every action an agent takes is logged in the ticket's activity feed. You can see exactly what the agent searched for, what it found, and the reasoning behind its response. This makes agent behavior fully auditable.

Escalation

When an agent encounters a ticket it cannot resolve — due to its escalation rules, low confidence, or the ticket requiring actions outside its scope — it:

1. Adds an internal comment explaining why it's escalating.
2. Unassigns itself from the ticket.
3. Sets the ticket status back to todo so it appears in the unassigned queue.
4. Optionally notifies a specific team member or role via the escalation configuration.

FAQ