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Troubleshoot missing ticket categories, tags, statuses, or custom fields in AI Agent setup

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Missing ticket categories, tags, statuses, or custom fields in AI Agent setup usually points to an access, scope, configuration, dependency, timing, or data issue.

Check Help Desk configuration

  1. Confirm the category, tag, status, priority, SLA, or custom field exists in Help Desk.
  2. Confirm the field is available to the ticket categories selected for the AI Agent.
  3. Refresh the AI Agent setup page after Help Desk changes are saved.

Check permissions

  1. Confirm your staff role can view or manage the Help Desk objects used by the support task.
  2. Ask an administrator to confirm whether the object was renamed, disabled, or removed.

Confirm the fix

Return to the AI Agent setup, select the updated value, and deploy the AI Agent again if the configuration changed.

After restoring the missing Help Desk value, configure fields, tags, statuses, and custom fields for an AI Agent.