How to Enable and Configure AI Field Prediction in BoldDesk

Field Prediction automatically predicts and sets picklist fields—Category, Type, and supported custom dropdowns—by analyzing a ticket’s Subject, Description, and Replies. This feature runs strictly within the ticket’s brand using that brand’s automation rules—predictions do not cross brands. It works across any channel that creates a ticket (email, portal, chat‑to‑ticket, integrations) when your Create or Update (new message) automation rules run, reducing manual edits, improving routing, and keeping reports consistent.

Objectives

Auto‑classify tickets by setting system and custom picklist fields with AI‑predicted values.
Improve routing and downstream automation by applying accurate values early.
Reduce handling time and manual corrections by agents.

Prerequisites

AI Copilot is available in your account.
You can access Admin → AI Copilot and Admin → Automation → Rules.

Scope & Supported Fields

System fields: Category, Type
Custom fields: Single‑select dropdown, Multi‑select dropdown
Events covered: Create Ticket Triggers, Update (with a new message) Ticket Triggers
Not supported: Text fields, numeric fields, date fields, checkbox fields, tags, and priority (unless your environment explicitly supports these via custom dropdowns).

Predictions apply only when the target field is empty at evaluation time.

Step 1 — Enable Field Prediction (AI Copilot)

Go to Admin → AI Copilot.
Turn on AI Copilot Features, then enable Field Prediction.

Step 2 — Configure Automation to Apply Predicted Values

Use Create and/or Update automation rules to apply predicted values.

Go to Admin → Automation → Rules.
Choose your trigger path and add (or edit) a rule:
- Create Ticket Trigger — Select the Create Ticket Trigger to run prediction when a ticket is created; then choose Add Rule or Edit an existing rule.
- Update Ticket Trigger — Select the Update Ticket Trigger to run prediction when a new reply is added; then choose Add Rule or Edit an existing rule.
On the Choose Condition tab, add the conditions that should trigger prediction, then click Next to go to Set Action.
On the Set Action tab, Set Category (or Set Type / your Custom Dropdown) → AI Predict, then add any other required actions for the rule.
Click Update to save the rule.

Recommended rule design

Use one action per field to keep outcomes auditable.
Scope with conditions (e.g., Brand equals…, Group equals…) if you want controlled rollout.
Avoid conflicting actions that set the same field in the same rule.

When Predictions Run

Predictions run only on events that include a new message:

Ticket Created
Requester Reply or Agent Reply (new message)

They are skipped for property‑only updates (e.g., changing status/priority/tags/custom fields with no new message).

What Happens at Runtime

The automation engine evaluates matching rules on Create or Update (new message) events—i.e., Ticket Created, Requester/Customer Reply, or Agent Reply.
If your rule action includes AI Predict for a supported field, BoldDesk sends Subject, Description, and latest Replies to AI.
AI returns predicted value(s) with an internal confidence score (and language context).
If the target field is empty and the confidence meets the internal threshold (example: ≥ 0.60), BoldDesk updates the field.
The Automation History records the change as applied via AI Predict.

The confidence threshold of predicted value(s) is system‑defined. Use Automation History to verify whether a prediction was applied or skipped.

Support Matrix (Quick Reference)

Use the following table to confirm which fields are eligible for AI prediction and how automation applies them at runtime:

Item	Support
System fields	Category, Type
Custom fields	Single‑select dropdown, Multi‑select dropdown
Triggers	Create, Update (new message only)
Cross‑brand behavior	Runs within the ticket’s brand; does not cross brands
Overwrite behavior	Does not overwrite—applies only if the target field is empty
Audit trail	Ticket Automation History shows AI Predict when applied

Limitations & How They Apply

Turn on Field Prediction in Admin → AI Copilot; otherwise, any AI Predict actions in your automation rules are skipped.
Ticket field predictions evaluate Subject, Description, and the latest reply/replies only (older context and unrelated properties are not used).
AI ticket field prediction sets a value only if the target field is empty. If the field already has a value (from an agent, rule, or integration), it is not replaced.
Ticket field predictions run on Ticket Created and Update (new message) events. Property‑only updates (e.g., status/priority/tags/custom fields with no new message) do not run predictions.
Bulk edits and API updates that do not add a message do not trigger ticket field predictions. If your process posts a message event, predictions can run on that update.
After merge or split, ticket field predictions run only if the operation (or your workflow) generates a new message event on the resulting ticket.

Frequently Asked Questions (FAQs)

1) Which events trigger ticket field prediction in BoldDesk?
Ticket Created and new Reply events. Property‑only updates (e.g., status change) do not trigger predictions.

2) Can I use Field Prediction with custom fields in BoldDesk?
Yes. Single‑select and multi‑select dropdown custom fields are supported.

3) Where do I enable Field Prediction in BoldDesk?
Turn it on in Admin → AI Copilot. Then add automation actions Set → AI Predict.

4) How do I confirm a field prediction was applied to a ticket?
Open the ticket’s Automation History. You’ll see an entry marked AI Predict (or Applied via AI Prediction).

5) How can I automatically add values into ticket fields?

Enable Field Prediction in Admin → AI Copilot.
Go to Admin → Automation → Triggers (Create or Update) → choose Add Rule or edit an existing rule.
On Set Action, choose Set → AI Predict for each picklist. The field selected must be either Category, Type or supported custom dropdowns.
Runs across email/portal/chat‑to‑ticket/integrations; applies only if the target field is empty; brand‑scoped; logged in Automation History.

6) How to classify the Category and Type of a ticket automatically?

After enable Field Prediction in Admin → AI Copilot, add two separate actions in your automation rule, either within the Create Trigger or Update Trigger:

On Set Action: Set Category → AI Predict and Set Type → AI Predict.
Uses Subject, Description, latest Replies; no overwrite if values exist; runs on Create or Update (new message); brand‑scoped and audited in Automation History.

Was this article useful?

Dislike

Comments (0)