AI Field Prediction automatically analyzes ticket content and populates supported ticket fields with the most relevant values. This helps reduce manual ticket classification by predicting values for fields such as Category, Type, and supported custom dropdown fields.

Field Prediction uses a ticket’s Subject, Description, and new replies to determine the appropriate field values and applies them through Ticket Automation.

Prerequisites

Before configuring AI Field Prediction:

• AI features must be enabled for your account.
• You must have access to the AI and Automation modules.
• You must have permission to manage Ticket Automation rules.

Supported Fields and Triggers

Enable Field Prediction

Step 1. Enable Field Prediction

1. Click the AI icon from the left navigation menu.

2. Under AI Automation, select Field Prediction.

3. Turn on the Field Prediction toggle.
   

   
   
   

Step 2. Configure Brand and Source Scope

Use the Brand and Source settings to control where Field Prediction can be used.

Brand

Select one or more brands where AI predictions should apply.

• Select specific brands to limit predictions.
• Leave the field empty to include all brands.

Source

Select the ticket channels where predictions should run.
Examples include: Email, Customer Portal, Live Chat, API.

• Select specific sources to restrict predictions.

• Leave the field empty to include all sources.
  

  
  
  

Step 3. Configure Ticket Automation

Enabling Field Prediction makes AI predictions available, but Ticket Automation controls when predictions run and which fields are updated.
From the Field Prediction page:

1. Scroll to Configure Field Prediction in Ticket Automation.

2. Click Ticket Triggers.

3. You will be directed to create a new rule or edit an existing rule.
   

   
   
   

Alternatively, navigate to:

Admin → Automation → Rules

Step 4. Select a Trigger

Choose when AI should evaluate tickets.

Create Ticket Trigger

Runs when a new ticket is created.
Use this trigger to classify tickets immediately after they are submitted.
For more information, explore How to Configure and Manage Create Ticket Triggers in BoldDesk.

Update Ticket Trigger

Runs when a new message is added to a ticket.
Examples:

• Customer reply
• Agent reply

For more information, explore How to Create and Manage Update Ticket Triggers in BoldDesk.

Step 5. Define Conditions

Configure the conditions that determine when the automation rule should run.
Examples:

• Brand equals Support

• Source equals Email

• Group equals Billing
  

  
  
  

Step 6. Configure AI Predict Actions

In the Set Action section, select the fields that AI should populate.
Supported actions include:

• Set Category → AI Predict

• Set Type → AI Predict

• Set Custom Dropdown → AI Predict

• {{Select.All}}
  

  
  
  

Recommended: Use {{Select.All}}

The {{Select.All}} option allows AI to evaluate and populate all supported fields together.
Benefits:

• Maintains field dependencies automatically.
• Improves prediction consistency.
• Reduces configuration effort.

Step 7. Add Additional Instructions (Optional)

You can provide additional guidance to help improve prediction accuracy and tailor the generated results to your requirements.

1. Select a supported field and choose AI Predict from the available operators.
2. Expand the Additional Instructions section.

Configure the following options:

Ticket Context Fields

Provide additional ticket information that AI can use when making predictions.
Examples:

• Subject

• Description Text

• Ticket form Id

• Custom fields
  

  
  
  

AI Instructions

Provide specific guidance for predicting field values.
Example:

Set the category to Billing when the ticket mentions invoices, payments, refunds, subscriptions, or charges.

Save the automation rule.

How AI Field Prediction Works

When a ticket is created or receives a new reply:

1. Ticket Automation evaluates the rule.
2. AI analyzes the ticket content.
3. AI predicts the most appropriate field values.
4. BoldDesk updates supported fields if they are empty.
5. The action is recorded in Automation History.

The AI uses:

• Subject
• Description
• Latest replies

to generate predictions.

Frequently Asked Questions

1. Where do I enable Field Prediction?
   Navigate to:

   AI → Field Prediction

   Enable the feature and configure the required Brand and Source scope.

2. Can I use Field Prediction with custom fields?
   Yes. The following custom fields are supported:

   • Single-select dropdowns
   • Multi-select dropdowns

3. How do I verify that a prediction was applied?
   Review the ticket’s History, where AI Predict actions are recorded.

4. How do I automatically classify Category and Type?
   Create a Ticket Automation rule and configure:

   • Set Category → AI Predict
   • Set Type → AI Predict

   For the best results, use {{Select.All}} to predict all supported fields together.

Related Articles

1. How to Configure and Manage Create Ticket Triggers in BoldDesk
2. How to Create and Manage Update Ticket Triggers in BoldDesk