Finding AI agent tickets in your account

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p class="p">AI agent tickets are tickets for messaging conversations that were handled entirely by
your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">AI agent</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500737327258-Configuring-messaging-responses-and-business-hours" target="_blank">basic messaging response</a>, 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.</p>
<p class="p">To prevent disruption, AI agent tickets aren’t included by default in lists, views, or
searches that already existed when the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346#topic_myq_2r1_2gc" target="_blank">AI agents feature was turned on</a>. However, you
can update existing lists, views, and searches (or create new ones) to include AI agent
tickets as desired.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="all_ai_agent_tickets_finding__ul_ycn_x2c_jhc">
<li class="li"><a class="xref" href="#topic_t4h_vt1_2gc">Searching for AI agent tickets in Agent Workspace</a></li>
<li class="li"><a class="xref" href="#topic_ym4_151_2gc">Filtering views for AI agent tickets</a></li>
<li class="li"><a class="xref" href="#topic_tb2_zt1_2gc">Creating or editing views to show AI agent tickets</a></li>
<li class="li"><a class="xref" href="#topic_anv_xt1_2gc">Searching for AI agent tickets in Support</a></li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="all_ai_agent_tickets_finding__ul_utw_z2c_jhc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">Understanding and viewing AI agent tickets for AI
agent–only conversations</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_t4h_vt1_2gc">
<h2 class="title topictitle2" id="ariaid-title2">Searching for AI agent tickets in Agent Workspace</h2>
<div class="body">
<p class="p">From within Agent Workspace, you can search for tickets and narrow your results so
that you see only AI agent tickets. </p>
<p class="p"><strong class="ph b">To search for AI agent tickets in Agent Workspace</strong></p>
<div class="p">
<ol class="ol" id="topic_t4h_vt1_2gc__ol_wk4_251_2gc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894221594" target="_blank">Perform a search</a>.</li>
<li class="li">Select the <strong class="ph b">Tickets</strong> filter. </li>
<li class="li">Select <strong class="ph b">Support type</strong>. </li>
<li class="li">Select <strong class="ph b">AI agent</strong>.<p class="p">Your search results are filtered to AI agent
tickets only.</p>
<p class="p"><img class="image" id="topic_t4h_vt1_2gc__image_cbz_1v1_2gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_ai_agent_tickets_searching_AW.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ym4_151_2gc">
<h2 class="title topictitle2" id="ariaid-title3">Filtering views for AI agent tickets</h2>
<div class="body">
<p class="p">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 <a class="xref" href="#topic_tb2_zt1_2gc">created or updated to include AI agent
tickets</a>.</p>
<p class="p"><strong class="ph b">To filter a view for AI agent tickets</strong></p>
<div class="p">
<ol class="ol" id="topic_ym4_151_2gc__ol_sft_r51_2gc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829483930#topic_1nl_ftm_vt" target="_blank">Open a view.</a></li>
<li class="li">Click <strong class="ph b">Filter</strong>. </li>
<li class="li">In <strong class="ph b">Support type</strong>, select one of the following options: <ul class="ul" id="topic_ym4_151_2gc__ol_as2_t51_2gc">
<li class="li">
<strong class="ph b">All</strong> to show regular tickets and AI agent tickets. </li>
<li class="li">
<strong class="ph b">AI agent</strong> to show AI agent tickets only. </li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Apply filters</strong>.<p class="p"><img class="image" id="topic_ym4_151_2gc__image_w3h_dv1_2gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_ai_agent_tickets_filtering_view.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_tb2_zt1_2gc">
<h2 class="title topictitle2" id="ariaid-title4">Creating or editing views to show AI agent tickets</h2>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346#topic_myq_2r1_2gc" target="_blank">turned on the AI agent tickets feature</a> do
not include AI agent tickets.</p>
<div class="p">
<div class="note" id="topic_tb2_zt1_2gc__note_bzl_y11_zgc">
<span class="notetitle">Note:</span> 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 <strong class="ph b">Ticket</strong> &gt;
<strong class="ph b">Support type</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">Agent</strong>.</div>
</div>
<p class="p"><strong class="ph b">To create or edit a view to show AI agent tickets</strong></p>
<div class="p">
<ol class="ol" id="topic_tb2_zt1_2gc__ol_d24_m51_2gc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Create a new view</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832792986#topic_fzx_qyj_5b" target="_blank">edit an existing view</a>. </li>
<li class="li">Under <strong class="ph b">Meet ALL of the following conditions</strong>, add the following
condition based on what you want your view to show: <ul class="ul" id="topic_tb2_zt1_2gc__ol_zkz_451_2gc">
<li class="li">For regular tickets and AI agent tickets: <strong class="ph b">Ticket &gt; Support
type</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">All</strong>
</li>
<li class="li">For AI agent tickets only: <strong class="ph b">Ticket &gt; Support type</strong> | <strong class="ph b">Is</strong>
| <strong class="ph b">AI agent</strong><p class="p"><img class="image" id="topic_tb2_zt1_2gc__image_rql_cv1_2gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_ai_agent_tickets_creating_view.png" width="600"></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_anv_xt1_2gc">
<h2 class="title topictitle2" id="ariaid-title5">Searching for AI agent tickets in Support</h2>
<div class="body">
<p class="p">On the Search page in Support, you can search for tickets and narrow your results so
that you see only AI agent tickets.</p>
<p class="p"><strong class="ph b">To search for AI agent tickets in Support</strong></p>
<div class="p">
<ol class="ol" id="topic_anv_xt1_2gc__ol_pnb_351_2gc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894221594#topic_htl_zbm_wf" target="_blank">Perform a search.</a>
</li>
<li class="li">On the search results page, click <strong class="ph b">Filters</strong>. </li>
<li class="li">In <strong class="ph b">Support type</strong>, select <strong class="ph b">AI agent</strong>. <p class="p">Your search results are
filtered to AI agent tickets only.</p>
<p class="p"><img class="image" id="topic_anv_xt1_2gc__image_flq_bv1_2gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiae_ai_agent_tickets_searching_support.png" width="600"></p>
</li>
</ol>
</div>
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