BoldDesk AI: How to Generate Ticket Titles Automatically
BoldDesk AI (Copilot) helps support teams save time and maintain consistency by automatically generating ticket titles based on the ticket description. This feature ensures titles are clear, concise, and relevant, reducing manual effort for agents.
AI features are available only in the Agent Portal and require enabling Copilot features and granting agent access. BoldDesk end users can access AI capabilities exclusively through the Knowledge Base search.
Prerequisites
Before using BoldDesk AI to generate ticket titles, ensure the following:
- You are subscribed to Momentum or Enterprise plan.
- AI Copilot add-on is purchased.
- AI Copilot is enabled in your BoldDesk account.
- Agents have been assigned Copilot access.
Enable Copilot Features
To activate Copilot features, explore further instructions on How to Activate AI Copilot Features in BoldDesk.
After enabling Copilot, you must assign access to agents:
- Go to AI module → AI Copilot → Access Control.
- Click Assign Agent and select the agents who should use Copilot.
For detailed steps, you can also explore more on BoldDesk AI Copilot: Your Intelligent Assistant for Customer Service.
Generating Ticket Title Using AI
1. Click Create Ticket
- Navigate to the Tickets module and click the Create Ticket button to open the ticket creation form.
2. Enter the Ticket Description
- In the Description field, type or paste the issue details.
3. Click Generate Using AI
- Once the description is entered, click the ‘Generate Using AI’ button next to the Subject field.
4. AI Generates the Ticket Title
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The system will analyze the description and automatically generate a concise and relevant ticket title.
FAQs
1. How much does AI Copilot cost?
$20 per agent/month (billed annually) with unlimited usage.
2. Can I edit the AI-generated ticket title?
Yes, you can edit or replace the suggested title before saving the ticket.
3. Does AI work for email-based tickets?
No, AI title generation is available only in the Agent Portal during ticket creation.
