How to Generate Ticket Titles Automatically Using BoldDesk AI
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 (legacy) 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 How to Enable and Configure 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 Overview of AI Copilot Features in BoldDesk AI 2.0.
Generating Ticket Title Using AI
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Navigate to the Tickets module and click the Create Ticket button to open the ticket creation form.
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In the Description field, type or paste the issue details.
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Once the description is entered, click the ‘Generate Using AI’ button next to the Subject field.
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The system will analyse the description and automatically generate a concise and relevant ticket title.
Frequently Asked Questions
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How much does AI Copilot cost?
AI Copilot costs $20 per agent/month, billed annually, with unlimited usage. -
Can agents edit the AI-generated ticket title?
Yes. Agents can edit or replace the suggested ticket title before the ticket is saved. -
Does AI ticket title generation work for email-based tickets?
No. AI title generation is available only in the Agent Portal during ticket creation. -
Where do admins control which agents can use AI Copilot?
Admins assign access in AI module → AI Copilot → Access Control using Assign Agent. -
What must be enabled for the “Generate Using AI” button to appear?
The BoldDesk account must have the AI Copilot add-on purchased, Copilot enabled, and the agent must be granted Copilot access. -
Can BoldDesk end users generate ticket titles with AI?
No. End users can access AI capabilities only through Knowledge Base search, not through ticket creation features.
