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Set up Custom Field Triage Agent

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Custom Field Triage Agent checks new tickets and updates selected ticket custom fields using the ticket's content and context. It helps teams capture structured ticket details without requiring support agents to fill every field manually.

Before you start

Make sure your Help Desk account has:

Hire the AI Agent

  1. Open Autopilot > Home.
  2. Search for Custom Field Triage Agent.
  3. Select Hire Agent.

The setup flow opens on the Onboard step.

Configure the AI Agent

  1. Give your AI Agent a name.
  2. Enter a description that explains what the AI Agent should do.
  3. Choose Supervised Mode or Autopilot Mode.
  4. Select the ticket categories where the AI Agent should run.
  5. Under Agent Actions, select the ticket custom fields the AI Agent should update.
  6. Select Continue and complete Train & Test when it is available for the selected fields.

The custom-field control appears after you select at least one ticket category. Only eligible custom fields from the selected categories are available.

Review before deployment

  1. Review the selected categories, custom fields, and operating mode.
  2. Confirm that the AI Agent should update each selected field from ticket context.
  3. Complete any available testing with representative ticket content.
  4. Select Deploy Agent only after the configuration is correct.

What happens after deployment

The AI Agent runs when a new ticket is created in a selected category. It evaluates the ticket content and updates the configured custom fields when it can determine suitable values.

Review early results in Agent Activity Log. If fields are incomplete or inaccurate, narrow the selected fields or ticket categories before expanding the configuration.

Troubleshooting