Review AI Agent configuration after Help Desk changes

Review hired AI Agents whenever categories, fields, tags, statuses, policies, or integrations change in Help Desk.

When to review configuration

• Ticket categories are renamed, merged, added, or retired.
• Tags, statuses, priorities, SLAs, or custom fields change.
• Support policies or escalation rules change.
• A connected app is reauthorized, disconnected, or updated.
• Support agents report unexpected AI Agent output.

Review each affected AI Agent

1. Open Autopilot > Hired Agents.
2. Find each AI Agent affected by the changed categories, fields, policies, or integrations.
3. Open Configure.
4. Confirm categories, mode, setup fields, and custom instructions still match the current process.
5. Save or deploy changes.
6. Review the next matching activity in Agent Activity Log.

Best practice

Disable the AI Agent before making major Help Desk configuration changes, then enable it after the updated configuration is reviewed.