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, Priority, 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

AI Predict (Field Prediction) currently supports the following fields:

• System fields: Type, Category, and Priority.
• Custom fields: Single-select Dropdown and Multi-select Dropdown.

  Category	Supported Options
  System Fields	Category, Type and Priority
  Custom Fields	Single-select dropdown, Multi-select dropdown
  Supported Triggers	Create Ticket, Update Ticket (New Message)

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.

Troubleshooting AI Field Prediction

Predictions are not being applied

Check the following:

• Field Prediction toggle is enabled in AI → Field Prediction.
• The ticket matches the configured Brand and Source scope.
• The Ticket Automation rule uses a supported trigger:
  • Create Ticket, or
  • Update Ticket where the update contains an eligible new message.
• The Ticket Automation rule has an AI Predict action configured (for example, Set Category → AI Predict or {{Select.All}}).

Update Ticket rule is not triggering predictions

Verify that the update includes an eligible message (requester reply or agent reply). If the update only changed ticket properties (Status, Tags, Priority, Custom Fields), AI Field Prediction does not run.

Predictions appear to “do nothing”

Confirm whether the target field already has a value. AI Field Prediction updates only empty fields and does not overwrite existing values.

Cannot configure AI Predict actions

Verify the administrator has:

• access to the AI module and Automation module, and
• permission to manage Ticket Automation rules.

Frequently Asked Questions

1. Where do I enable AI Field Prediction?
   Go to AI → Field Prediction, then turn on the Field Prediction toggle and configure Brand and Source.

2. Which ticket fields does AI Field Prediction support?
   AI Field Prediction supports system fields (Category, Type, Priority) and custom fields (Single-select Dropdown, Multi-select Dropdown).

3. Which ticket events can trigger AI Field Prediction?
   AI Field Prediction can run from Ticket Automation rules using Create Ticket and Update Ticket (New Message) triggers.

4. Does AI Field Prediction overwrite existing values?
   No. AI Field Prediction applies predictions only when the target field is empty.

5. Why doesn’t Update Ticket trigger predictions when I change Priority or Tags?
   Updates that only change ticket properties (for example Status, Priority, Tags, Custom Fields) do not trigger AI Field Prediction unless the update includes an eligible new message.

6. How do I apply AI predictions to all supported fields at once?
   In the Ticket Automation rule action, select {{Select.All}} to let AI Predict evaluate and populate all supported fields together.

7. Where can I verify whether AI Field Prediction ran successfully?
   Check Automation History, where AI Predict actions are recorded when applied.

8. Can I guide AI predictions with custom rules or keywords?
   Yes. Use Additional Instructions in the AI Predict action to add Ticket Context Fields and AI Instructions that guide predicted field values.

Related Articles

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