Each AI Agent asks for the fields it needs to complete its specific support task.
Why fields change
Autopilot AI Agents are not all configured the same way. A categorization AI Agent may need destination categories, a compliance AI Agent may need policy text, an asset AI Agent may need an asset date field, and an integration-backed AI Agent may need an order ID or connected app details.
Common field types
- Ticket categories: Where the AI Agent should run.
- Supervised Mode or Autopilot Mode: How much review happens before work is applied.
- Tags, statuses, priorities, or custom fields: The Help Desk values the AI Agent can apply or update.
- Policy or instruction fields: The rules the AI Agent should follow.
- Integration fields: Details that help Autopilot match ticket content to connected app data.
- Scheduled fields: Asset, date, contact, or category values used to create alert tickets.
What admins should check
Confirm that every selected field still exists in Help Desk and still matches the support task. If categories, tags, statuses, custom fields, policies, or integrations change, review the hired AI Agent configuration again.
To apply these fields during setup, complete the Onboard step for an AI Agent.