When AI agents perform actions inside your Help Desk, their updates appear directly within the ticket activity timeline, alongside updates made by human agents. 

Identifying AI Agent Updates

AI agent updates are visually distinguished using a clear “AI Agent” badge that appears next to the agent’s name in the activity timeline.
For example:

This allows anyone viewing the ticket to immediately recognize which updates were performed by an AI agent.
 

Where AI Agent Updates Appear

All actions performed by AI agents such as private notes, ticket category changes, subject updates, and more - appear inline with other ticket activities.

They are not grouped separately or hidden; instead, they follow the same chronological order as all other updates, ensuring complete traceability and transparency.
 

Types of Updates Performed by AI Agents

Different AI agents can perform different types of updates based on their configured scope.
While scopes vary, AI agents are generally capable of performing most actions a human agent can, such as:

• Adding or updating private notes
   
• Adding Tags
   
• Changing ticket fields like category, status, or priority
   
• Updating Ticket or Contact Custom Fields

The exact type of update will depend on the function and purpose of the individual AI agent.
 

Understanding Update Details

Just like human agent actions, every AI update includes:

• Timestamp: When the update occurred
   
• Agent name: The name of the AI agent performing the action
   
• Action details: A clear description of what was changed, added, or triggered

This provides complete auditability within every ticket.
 

Reviewing AI Agent Activity

You can also view all activity history for any AI agent under the Agent Activity page.

Simply navigate to Autopilot > Hired Agents and click on the ‘Activity’ button of the hired AI agent to view its AI Agent Activity page.

This view provides a consolidated log of all ticket updates and actions performed by that specific AI agent across the help desk.