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AI agents work on support tickets. Once assigned a ticket, an agent can search your published knowledge base, reply to the customer, ask follow-up questions, and decide whether to continue, resolve, reject, or escalate the ticket. You can create agents for different specialties, such as login troubleshooting or app usage questions. Describe the problem each agent should solve to generate its initial instructions, then review and refine them. Add skills for specific situations and enable the agent for the apps it should support.

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How it works

  1. A team member or automation assigns a ticket to an AI agent.
  2. The agent follows your instructions and relevant skills, using the conversation to understand what the customer needs.
  3. It looks up answers in your published knowledge base and replies in the customer’s language.
  4. While the ticket remains assigned to it, new customer messages and submitted collectors can prompt further responses.
  5. It keeps helping, closes the ticket when appropriate, or hands the ticket back for human support.
Creating an agent or enabling an app does not automatically assign tickets. Choose a manual or automated assignment strategy.

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Ticket outcomes

Answering a question does not automatically resolve a ticket. By default, the agent offers further help and stays with the customer unless an escalation condition applies or the customer confirms they are done.

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What to configure

Configure an agent

Create an agent, enable apps, and choose assignment visibility.

Refine instructions

Define how the agent helps customers and when it hands over.

Add skills

Write reusable procedures for specific support situations.

Assign tickets

Use manual assignment, workflows, or automation triggers.

Configure an AI agent

Create an AI agent, enable its apps, and configure its instructions, skills, and assignment visibility.

Instructions

Define an AI agent's specialty, communication style, support boundaries, and escalation rules.

Skills

Give an AI agent focused guidance for specific requests and support situations.

Assignment strategies

Choose when AI agents receive tickets through manual actions, workflows, and automation triggers.