Fields, tags, statuses, and custom fields tell the AI Agent which Help Desk values it can read, compare, add, or update.
Before you start
Review what the AI Agent should do and confirm the Help Desk values already exist. If a tag, status, priority, SLA, or custom field is missing, create or update it in Help Desk before continuing.
Configure Help Desk fields
- Open the AI Agent setup or configuration page.
- Review each field requested in the Onboard step.
- Select the categories, tags, statuses, priorities, SLAs, or custom fields the AI Agent should use.
- Avoid broad or legacy values that are no longer used by support agents.
- Continue only after each selected value matches the action you expect Autopilot to take.
What to check
- The selected values are available for the ticket categories where the AI Agent runs.
- Custom fields use the format the AI Agent expects.
- Tags and statuses are still active and meaningful for reporting.
- Any policy-dependent field has clear custom instructions.
What happens next
The AI Agent has enough Help Desk context to evaluate matching tickets and apply or suggest the right update.
Use Train and Test when available, then review the deploy step before enabling the AI Agent.
If a required value is unavailable, troubleshoot missing setup values.