An AI Agent acting on the wrong ticket category usually points to an access, scope, configuration, dependency, timing, or data issue.
Check selected categories
- Open the AI Agent from Hired Agents.
- Review the selected ticket categories.
- Remove broad or unrelated categories from the AI Agent scope.
Check recent support task changes
- Confirm categories were not renamed, merged, or repurposed after deployment.
- Review Agent Activity Log to identify which category matched the activity.
Confirm the fix
Save and deploy the corrected category scope, then review the next matching activity.