AI Ticket Views are predefined system views in BoldDesk that help agents quickly identify and manage tickets where AI has performed specific actions, such as creating draft replies, adding notes, sending automated responses, or updating ticket fields. Available exclusively for AI-enabled accounts, these views provide a centralized way to monitor AI-assisted activities and streamline ticket management workflows.

The AI Views section in the Tickets module automatically organizes tickets based on AI actions, making it easier for agents to review AI-generated content, track automated updates, and manage AI-driven interactions. Administrators can also manage these system views from the Admin module, including editing supported settings, configuring filters, and activating or deactivating views as needed.

Prerequisites

• For accessing AI views: AI is enabled for your BoldDesk account.
• For Managing Views: You have Manage Views permission in the Admin module.

Default AI Ticket Views and Filters

The following AI Ticket Views are available by default:

• Drafts to Review
• Notes Added
• Auto Replied
• Field Updated
  
  
  
  
  

These views are automatically created and maintained by BoldDesk. Each AI Ticket View is configured with a predefined filter based on the AI activity performed on the ticket.

AI Ticket View State

AI State denotes the labels on tickets where AI executes generation tasks, including adding drafts, private or public notes, replies, or updating ticket fields. Whenever AI performs an action on a ticket, a corresponding label is displayed on the ticket. The label appears next to the ticket reply counter in the ticket list and is also visible within the ticket details page. The following are the available AI Labels in tickets when AI perform various actions.

These labels help agents immediately identify the type of AI action performed without opening the ticket. Example: If AI adds a private note to a ticket, the ticket will display the AI Note.Private label.

Managing AI Ticket Views

AI Ticket Views are exposed within the Admin module so administrators can control their availability and modify supported settings.

Editing an AI Ticket View Settings

Administrators can customize supported settings for an AI Ticket View. To edit an AI Ticket view, follow the steps below;

1. Navigate to ticket module Views.
2. Under views near the left pane, expand the AI views.
3. Click on more options icon on the particular view and choose Edit.
4. Modify the following settings as required:
   • View Name
   • Ticket Sorting Order
   • Filter Conditions
5. Update the changes.
   
   
   
   
   

Viewing Settings for AI View

To view an AI View setting, follow the steps below;

1. Navigate to ticket module Views.
2. Under views near the left pane, expand the AI views.
3. Click on more options icon on the particular view and choose View Settings. The following settings are listed under view settings;

   Setting	Description
   View Name	Specifies the display name of the AI Ticket View in the Tickets module. Administrators can rename AI Ticket Views to better align with internal workflows while retaining the view’s underlying AI-based functionality.
   Access	Determines which agents can access the AI Ticket View. Depending on the configured access scope, the view can be made available to all agents or restricted to specific users, groups, or teams.
   Ticket Sorting	Controls the order in which tickets are displayed within the AI Ticket View. For example, selecting Created - Desc displays recently created tickets first. Administrators can modify the sorting criteria to prioritize tickets based on their operational requirements.
   Default Fields (Grid View)	Defines the ticket fields displayed in the ticket list grid when the AI Ticket View is opened. Administrators can select and arrange fields to customize the information shown. A maximum of 15 fields can be configured for the grid view.

Adding AI Ticket View as Favorite

You can add an AI Ticket view to your favorite views by following the steps below;

1. Navigate to ticket module Views.
2. Under views near the left pane, expand the AI views.
3. Click on more options icon on the particular view and choose Add as favorite.
   
   
   
   
   
4. The chosen view will then be listed under favorite views. You can remove it from favorites by clicking Remove from favorites.

Setting Default Ticket View

To set an AI view as the default view, follow the steps below;

1. Navigate to ticket module Views.
2. Under views near the left pane, expand the AI views.
3. Click on the more options icon on the particular view and choose Set as Default. The chosen view will be the default view for the user when they navigate to the ticket module.

Accessing AI Ticket Views in the Admin Module

1. Navigate to Admin.
2. Expand Views.
3. Click Ticket Views.
4. Locate the AI Ticket Views marked with the AI badge.
   
   
   
   
   
   From this page, administrators can either view or deactivate available AI Ticket Views.

Deactivating an AI Ticket View

If your organization does not require a specific AI Ticket View, it can be deactivated. To deactivate an AI Ticket View

1. Navigate to Admin → Ticket Views.
2. Locate the required AI Ticket View.
3. Open the action menu.
4. Click Deactivate.

After deactivation, the view will no longer appear in the Ticket module. To make the view available again, simply reactivate it from the Ticket Views page. You can reactivate the view by following the steps above and clicking on activate.

Common Use Cases

• Review AI-Generated Drafts: Use the Drafts to Review view to find tickets where AI created a draft response that requires agent approval.
• Monitor AI Notes: Use the Notes Added view to locate tickets where AI generated public or private notes.
• Audit AI Field Updates: Use the Field Updated view to identify tickets where AI updated ticket properties automatically.
• Track Automated Responses: Use the Auto Replied view to review tickets that received AI-generated replies.
• Hide Unused AI Views: If your team does not actively use certain AI workflows, administrators can deactivate the corresponding AI Ticket Views.

Permissions Required

To access and manage AI Ticket Views from the Admin module, users must have the following permission enabled: Manage Views. Without this permission, users cannot view or manage AI Ticket Views from Admin settings.

Troubleshooting

AI Ticket Views Do Not Appear

Verify the following:

• AI is enabled for the account.
• The AI Ticket Views have not been deactivated.

Unable to Delete an AI Ticket View

This is expected behaviour. AI Ticket Views are system views and cannot be deleted. If a view is not needed, deactivate it instead.

Cannot Access AI Ticket Views from Admin

Ensure that the Manage Ticket Views permission is enabled for your role.

Frequently Asked Questions

1. Are AI Ticket Views available for all BoldDesk accounts?
   No. AI Ticket Views are available only for accounts with AI features enabled.

2. Can I delete an AI Ticket View?
   No. AI Ticket Views are system-defined views and cannot be deleted. However, they can be deactivated when not required.

3. What permission is required to manage AI Ticket Views?
   Users must have the Manage Views permission enabled.

4. Can I edit AI Ticket Views?
   Yes. Administrators can modify:

   • View Name
   • Ticket Sorting Order
   • Filter Conditions

5. What are the default AI Ticket Views?
   The default AI Ticket Views are:

   • Drafts to Review
   • Notes Added
   • Auto Replied
   • Field Updated

6. Where can I see AI action state/labels?
   AI action labels appear next to the ticket reply counter in the ticket list and are also visible within the ticket details page.

7. Can an AI Ticket View be deactivated?
   Yes. Administrators can deactivate or reactivate AI Ticket Views from Admin > Ticket Views.

Related Articles

1. How to Manage Ticket Views in BoldDesk
2. How to Reorder Ticket Views in the Ticket Layout Page