Finding AI agent tickets in your account


AI agent tickets are tickets for messaging conversations that were handled entirely by yourAI agentorbasic messaging response, meaning they haven’t yet been or never were escalated to a human agent. Agents and admins can view AI agent tickets in the Agent Workspace.


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AI agent tickets are tickets for messaging conversations that were handled entirely by
your AI agent or basic messaging response, meaning they haven’t
yet been or never were escalated to a human agent. Agents and admins can view AI agent
tickets in the Agent Workspace.
To prevent disruption, AI agent tickets aren’t included by default in lists, views, or
searches that already existed when the AI agents feature was turned on. However, you
can update existing lists, views, and searches (or create new ones) to include AI agent
tickets as desired.
This article contains the following topics:

Searching for AI agent tickets in Agent Workspace
Filtering views for AI agent tickets
Creating or editing views to show AI agent tickets
Searching for AI agent tickets in Support

Related article:

Understanding and viewing AI agent tickets for AI
agent–only conversations



Searching for AI agent tickets in Agent Workspace

From within Agent Workspace, you can search for tickets and narrow your results so
that you see only AI agent tickets.
To search for AI agent tickets in Agent Workspace



Perform a search.
Select the Tickets filter.
Select Support type.
Select AI agent. Your search results are filtered to AI agent
tickets only.







Filtering views for AI agent tickets

You can filter the results of an existing view to show regular tickets and AI agent
tickets, or AI agent tickets only. This works only if the view has been created or updated to include AI agent
tickets.
To filter a view for AI agent tickets


Open a view.
Click Filter.
In Support type, select one of the following options:

All to show regular tickets and AI agent tickets.

AI agent to show AI agent tickets only.


Click Apply filters.






Creating or editing views to show AI agent tickets

You can create or edit views to include regular tickets and AI agent tickets, or AI
agent tickets only. By default, views created before you turned on the AI agent tickets feature do
not include AI agent tickets.


Note: To prevent AI agent tickets from appearing in existing
views by default, views created before this feature was rolled out to your
account were automatically updated to include a condition of Ticket >
Support type | Is | Agent.

To create or edit a view to show AI agent tickets



Create a new view or edit an existing view.
Under Meet ALL of the following conditions, add the following
condition based on what you want your view to show:
For regular tickets and AI agent tickets: Ticket > Support
type | Is | All

For AI agent tickets only: Ticket > Support type | Is
| AI agent








Searching for AI agent tickets in Support

On the Search page in Support, you can search for tickets and narrow your results so
that you see only AI agent tickets.
To search for AI agent tickets in Support



Perform a search.

On the search results page, click Filters.
In Support type, select AI agent. Your search results are
filtered to AI agent tickets only.






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