Understanding AI agent tickets for AI agent–only conversations

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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.

AI agent tickets help you:

Identify customer requests that are ongoing or have been solved without human intervention. Search for or create views for AI agent tickets to quickly discover which types of issues are being solved without human agent involvement.

Provide context for customer interactions. AI agent tickets appear in the interaction history for customers who have had previous interactions with the AI agent. This gives agents who are handling a ticket more context on the engagements that this customer has had with your business.

Audit conversations to analyze AI agent responses. Read the full conversations between your AI agent and customers to see how your AI agent is responding and identify areas for improvement.

Gain better visibility into your automated resolutions. Examine your solved and closed AI agent tickets to confirm that interactions counted as automated resolutions are being resolved appropriately.

Viewing AI agent conversations as tickets in the Agent Workspace (4:17)

This article contains the following topics:

About AI agent tickets

Turning the AI agent tickets feature on or off

Identifying an AI agent ticket

Understanding functionality limitations for AI agent tickets

Related article:

Finding AI agent tickets in your account

About AI agent tickets

AI agent tickets can be created for any level of Zendesk AI agent functionality, including Essential, Advanced, and legacy, as well as third-party bots. Note that AI agent tickets are also created for conversations customers have with your basic messaging responses.

When a customer begins a messaging conversation with an AI agent (or just in the Web Widget), an AI agent ticket is created. AI agent tickets are always read-only.

The first customer message in the conversation triggers the creation of the AI agent ticket. This means any initial message sent by the AI agent or basic message response (for example, a welcome message) is not included. However, if the conversation is escalated to a human agent, then the conversation history is backfilled and any initial messages are inserted in the ticket upon escalation.

As long as a conversation is not escalated to a human agent, it is considered an AI agent ticket. When an AI agent ticket is escalated to a human agent, the ticket is no longer considered an AI agent ticket and becomes a regular, editable ticket.

While an AI agent conversation is ongoing, the AI agent ticket is in the Open status. The conversation is no longer considered ongoing when:

4 days have passed since the last response, or

The AI agent releases control, which marks the conversation as Solved, or

(For third-party bots only) The third-party bot logic deems the conversation resolved.

At that point, an AI agent ticket moves into the Solved status, and then into the Closed status based on your business rules.

AI agent tickets can be deleted only when they’re in the Solved or Closed status. This prevents agents or admins from accidentally deleting the ticket for an ongoing AI agent conversation.

Note: Deleting an AI agent ticket doesn’t delete the underlying Sunshine Conversations data associated with that conversation. In a future release, Zendesk plans to introduce the ability to remove these conversations from Sunshine Conversations too.

AI agent tickets don’t disrupt existing workflows based on business rules, including automations, triggers, and more. These types of workflows continue to function only on regular tickets and cannot act on AI agent tickets. This means that these workflows take effect as expected when an AI agent ticket is escalated to a human agent. If an AI agent ticket is escalated, its status is set back from Open to New, allowing it to be processed as any other newly submitted ticket would be.

Note: For AI agent tickets, tags based on users and organizations are populated at ticket creation, but any triggers or automations based on these tags don’t fire until a ticket is escalated to a human agent.

AI agent tickets count toward your account’s data storage limits. If necessary, you can create a ticket deletion schedule to target AI agent tickets specifically.

Note: Messages sent by a suspended user don’t create an AI agent ticket. If you need to delete these messages for General Data Protection Regulation (GDPR) or other compliance reasons, create a deletion schedule for bot-only conversations.

Turning the AI agent tickets feature on or off

You can turn the AI agent tickets feature on or off to control whether tickets are created for conversations between your AI agents and your customers.
Note: On February 16, 2026, this feature will be turned on by default but can still be turned off. On May 4, 2026, this feature will be turned on by default and cannot be turned off.

To turn the AI agent tickets feature on or off

In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.

Click Manage settings.

Click the AI agent conversations as tickets in Agent Workspace section to expand it.

Select or deselect Turn on AI agent conversations as tickets.

Click Save settings.

Identifying an AI agent ticket

To help you distinguish between AI agent tickets and regular tickets, AI agent tickets have a number of visual identifiers:

A bot icon appears in the ticket tab.

An “AI agent” badge appears in the ticket header (and the filter is missing).

All the fields in the ticket properties panel are grayed out.

The composer and macros menu are hidden.

A message in the ticket footer notes that this is an AI agent ticket.

To help agents and admins identify AI agent tickets in views and search results in Support, the Assignee column includes a bot icon for AI agent tickets.

In Support, the profile associated with the AI agent assignee has the Contributor role.

Understanding functionality limitations for AI agent tickets

AI agent tickets have different limitations and considerations than regular tickets. The following sections provide more details:

Functionality limitations

Sunshine Conversations considerations

Functionality limitations

The following functionality does not currently work on AI agent tickets until they are escalated to a human agent (at which point they become regular, editable tickets):

Deleting tickets for ongoing AI agent conversations

Modifying ticket properties

Adding public comments or internal notes

Applying macros

Triggers and automations

SLAs

Omnichannel routing

Skills calculation

Ticket assignment/reassignment

Bulk editing

Ticket sharing

Custom ticket statuses

Problem/incident ticket linking

Exporting ticket data

Ticket merging

Auto assist (including actions)

AI-based redaction suggestions

Workflows that rely on the “created_at” event

Domain-level events in integrations

Zendesk Apps framework (ZAF) apps

Additionally, AI agent tickets don’t appear in the following places:

Agent Home

Explore reports

The outputs of APIs that list tickets (such as the endpoints listed here)

Sunshine Conversations considerations

The following Sunshine Conversations considerations apply to AI agent tickets:

Pre-existing conversations are not backfilled as AI agent tickets.

Each new zd:agentWorkspace conversation generates a regular ticket.

Each new non-zd:agentWorkspace conversation generates an AI agent ticket.

User data is synced either when an AI agent ticket is marked as Solved or when the ticket is escalated to an agent.

The releaseControl action marks the associated AI agent ticket as Solved.