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Troubleshoot missing integration context in AI Agent results

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Missing integration context in AI Agent results usually points to an access, scope, configuration, dependency, timing, or data issue.

Check the connected app

  1. Confirm the required integration is set up for your Help Desk account.
  2. Confirm the requester, order ID, deal, subscription, product, or account value can be matched to the connected app.
  3. Check whether the integration token or authorization expired.
  4. Reconnect or refresh the integration if connected app data is no longer available.

Check the AI Agent setup

  1. Open the AI Agent from Hired Agents.
  2. Confirm the selected categories match tickets that include connected app references.
  3. Review any order ID, renewal, deal, product, or account format fields.

Check activity

  1. Open Agent Activity Log and review recent activity for the integration-backed AI Agent.
  2. Look for failed or incomplete activity that points to missing app data or unmatched ticket details.

Confirm the fix

After correcting the integration or setup fields, review the next matching ticket in Agent Activity Log.

Review the connected app preparation checklist before testing another matching ticket.