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Troubleshoot an AI Agent that is not acting on tickets

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An AI Agent that is not acting on tickets usually points to an access, scope, configuration, dependency, timing, or data issue.

Check status and scope

  1. Open Hired Agents and confirm the AI Agent is enabled.
  2. Confirm the ticket category is included in the AI Agent configuration.
  3. Confirm matching tickets have arrived after deployment or the latest configuration change.

Check dependencies

  1. Confirm required statuses, tags, priorities, SLAs, custom fields, and connected app data still exist.
  2. If a ticket moved to a category outside the AI Agent scope, queued actions may fail.
  3. Deploy the AI Agent again after restoring or changing dependencies.

Check mode, activity, and credits

  1. Review whether the AI Agent is in Supervised Mode and waiting for approval on the ticket.
  2. Open Agent Activity Log and filter by the AI Agent, status, and date range.
  3. Check Credits & Usage if enabled AI Agents stop running without configuration changes.

Confirm the fix

After updating scope or mode, monitor the next matching ticket in Agent Activity Log.