Subject Clarifier rewrites vague ticket subjects so they are clearer and more concise. This helps support agents understand and prioritize new tickets without opening every conversation first.
Before you start
Make sure your Help Desk account has:
- Access to Autopilot.
- Ticket categories where unclear subjects are common.
- Any conditions where ticket subjects should remain unchanged.
- A clear rollout plan for whether your team should review the AI Agent's work first.
Hire the AI Agent
- Open Autopilot > Home.
- Search for Subject Clarifier.
- Select Hire Agent.
The setup flow opens on the Onboard step.
Configure the AI Agent
- Give your AI Agent a name.
- Enter a description that explains what the AI Agent should do.
- Choose Supervised Mode or Autopilot Mode.
- Select the ticket categories where the AI Agent should clarify subjects.
- Under Agent Actions, describe cases where the subject should not be cleaned.
- Select Continue.
You can specify multiple exclusion conditions. The AI Agent skips the subject update when any configured condition is met.
Review before deployment
- Confirm the selected categories and operating mode.
- Review every condition where subjects should remain unchanged.
- 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 rewrites vague subjects unless one of the configured exclusion conditions applies.
Review early results in Agent Activity Log to confirm that revised subjects remain accurate and useful.
Troubleshooting
- A subject is not updated: Confirm that the ticket belongs to a selected category and does not match an exclusion condition.
- A useful subject is rewritten: Add a clearer exclusion condition for that case.
- The AI Agent should not update subjects automatically yet: Use Supervised Mode while your team reviews early results.