These FAQs answer common questions about how Autopilot fits into Help Desk processes.
Questions
What is an Autopilot AI Agent?
An Autopilot AI Agent is a pre-built or requested automation that reviews matching Help Desk work and helps with a specific support task, such as ticket categorization, escalation, compliance review, asset reminders, or connected app context.
Where do I find available AI Agents?
Open Autopilot > Home to browse marketplace AI Agents, search by support task, and review recommendations.
What is the difference between Supervised Mode and Autopilot Mode?
Use Supervised Mode when support agents should review the AI Agent's work before it takes a stronger action. Use Autopilot Mode after your team has reviewed the AI Agent's results and confirmed the selected scope is reliable.
Where do I manage AI Agents after deployment?
Open Autopilot > Hired Agents to review deployed AI Agents, open activity, or configure an existing AI Agent.
Where do I request a custom AI Agent?
Open Autopilot > Requested Agents when the marketplace does not include an AI Agent for the capability your team needs.
Where do I review what Autopilot did?
Open Agent Activity Log to review AI Agent activity, statuses, and date-filtered results.
Where do I check usage?
Open Credits & Usage to review the remaining balance, used amount, recent usage, and top-up history.