How to Create Tickets Using AI Agents in BoldDesk

AI Agents in BoldDesk can create tickets when users provide a clear ticket creation command in a supported AI Agent conversation.

This use case is helpful when a customer or agent wants to create a ticket immediately by providing the required ticket details, such as the requester email, ticket subject, and issue description. The AI Agent can create the ticket when the required write MCP tool for ticket creation is linked and enabled.

Prerequisites

Before creating tickets using an AI Agent, verify the following:

The AI Agent is created, configured, and deployed to the required channel. Learn more on How to Create and Manage AI 2.0 Agent in BoldDesk.
The required MCP Server is created and configured. Learn How to Create and Configure an MCP Server in BoldDesk.
The MCP Server is linked to the AI Agent.
The required write MCP tool for ticket creation is enabled for the AI Agent.
The user must provide the required ticket details, such as requester email, subject, and issue description.

If the required write MCP tool for ticket creation is not linked and enabled for the AI Agent, the AI Agent cannot create tickets from user commands. Explore Available MCP Tools in BoldDesk.

Configure and Use Ticket Creation with the AI Agent

To allow users to create tickets through an AI Agent, first link the required MCP Server to the AI Agent and enable the write MCP tool required for ticket creation.

After the MCP Server and required tool are configured, users can ask the AI Agent to create tickets through a channel where the AI Agent is deployed, such as Live Chat.

The following steps explain how to configure the required MCP tool and how users can create tickets using the AI Agent.

Step 1. Link the MCP Server and Enable the Ticket Creation Tool

Users can create tickets using the AI Agent only when the required MCP Server is linked to the AI Agent and the write MCP tool for ticket creation is selected. This configuration must be completed by an agent whose AI Agent Builder Access is set to Full Access. Learn How to Configure AI Agent Builder Access Permission.

To link the MCP Server and enable the ticket creation tool:

Go to Agent Builder and open the required AI Agent.
Select AI Tools from the left menu.
In the MCP Tools tab, click Link MCP server.
In the Link MCP Servers panel, find the required MCP Server.
Click Select tools for the MCP Server that contains the ticket creation tool.
Select the required write MCP tool for ticket creation, such as the tool used to create tickets.
Click Link to link the MCP Server and selected tool to the AI Agent.
Publish the AI Agent if the updated configuration is still in draft.

To configure MCP servers, explore more on How to Create and Configure an MCP Server in BoldDesk.

The AI Agent can use only the MCP tools selected while linking the MCP Server. If the ticket creation tool is not selected, the AI Agent cannot create tickets from user commands, even if the MCP Server is linked.

Step 2. Ask the AI Agent to Create a Ticket

After the required MCP Server is linked and the ticket creation tool is enabled, users can ask the AI Agent to create tickets through the channels where the AI Agent is deployed, such as Live Chat.

The details the user must provide depend on the fields required by the ticket creation tool. In most cases, the user should provide the requester email, ticket subject, and issue description.

If the ticket creation tool requires a value that the user has not provided, the AI Agent may ask for the missing detail before creating the ticket.

The following GIF shows an example of a user creating a ticket by giving a command to the AI Agent.

Users can create tickets only through channels where the AI Agent is deployed. The required details may vary based on the configured MCP tool. If a required value is missing, the AI Agent may ask the user to provide it before creating the ticket.

Prompt Examples for Creating Tickets Using AI Agents

Use a clear command that includes the requester email, ticket subject, and issue description. If the required details are missing, the AI Agent may ask the user to provide them before creating the ticket.

Prompt Type	Example Prompt	Why It Works or Needs Improvement
Recommended format	Create a ticket for `[requester email]` with subject `“[ticket subject]”` and description `“[ticket description].”`	Clearly states the action and provides the required requester, subject, and description details.
Good prompt	Create a ticket for `[email protected]` with subject “File upload failed” and description “The customer is unable to upload a PDF file and receives an upload failed error.”	Includes the requester email, a clear subject, and a specific issue description.
Incomplete prompt	Create a ticket for `[email protected]` about a file upload issue.	Provides the requester and general issue, but does not include a clear subject or detailed description. The AI Agent may ask for more details.
Weak prompt	Create a ticket.	Too vague because it does not include the requester email, subject, or issue description.

Best Practices

Follow these best practices when creating tickets using AI Agents:

Include the requester email in the command.
Provide a clear ticket subject.
Provide a useful issue description.
Include priority, group, category, brand, or form details only when needed.
Avoid vague phrases such as “this issue” unless the conversation context is clear.
Review the ticket details returned by the AI Agent after the ticket is created.
Use the ticket link returned by the AI Agent to open the ticket in the Agent Portal.

The AI Agent may ask for missing details before creating the ticket if the command does not include the required information.

Troubleshooting

The AI Agent does not create a ticket after a user asks for one

Confirm that the required MCP Server is linked to the AI Agent and that the write MCP tool for ticket creation is enabled. Also, confirm that the AI Agent is deployed to the channel where the user is asking the question.

The AI Agent asks for more details before creating the ticket

This usually means the user’s request is missing information required by the ticket creation tool, such as requester email, ticket subject, or issue description.

The AI Agent does not understand that the user wants to create a ticket

Use a direct ticket creation request. For example, use phrases such as Create a ticket for, Create a support ticket for, or Log a ticket for. Avoid unclear messages such as Please handle this or Can someone look into this? if you expect the AI Agent to create a ticket immediately.

The AI Agent cannot create the ticket even though the MCP Server is linked

Confirm that the specific write MCP tool for ticket creation is selected. The AI Agent cannot use MCP tools that are not selected, even if the MCP Server is linked.

Frequently Asked Questions

Can users create BoldDesk tickets by asking an AI Agent?
Yes. Users can create tickets by asking the AI Agent to create a ticket when the required write MCP tool for ticket creation is linked and enabled for the AI Agent.
Where can users ask the AI Agent to create a ticket?
Users can ask the AI Agent to create a ticket from any supported channel where the AI Agent is deployed and available.
What information should a user include when asking the AI Agent to create a ticket?
The request should include the requester email, ticket subject, and issue description. Additional details, such as priority, brand, form, category, order ID, or product name, can also be included if needed.
What happens if the AI Agent does not have enough details to create a ticket?
The AI Agent may ask the user for the missing details before creating the ticket. Common missing details include the requester email, ticket subject, and issue description.
Can both customers and agents create tickets using the AI Agent?
Yes. Both customers and agents can ask the AI Agent to create a ticket if the AI Agent is available in that channel and the required ticket creation tool is enabled.
Can agents open the ticket created by the AI Agent from the response?
Yes. If the AI Agent returns a ticket link, agents with the required permissions can use the link to access the ticket in the Agent Portal.
Does the AI Agent create a ticket for every message?
No. The AI Agent creates a ticket only when the user clearly asks it to create one.
What happens if the required ticket creation MCP tool is not enabled?
If the required write MCP tool is not enabled, the AI Agent cannot create tickets from user commands. It may provide a general response or ask the user to contact support, depending on the configured AI Agent instructions and available knowledge sources.

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