AI Trigger Orchestration in BoldDesk enables administrators to automate ticket-handling workflows by invoking an AI Agent when a ticket meets predefined conditions. When a configured rule is triggered, the AI Agent analyzes selected ticket context fields, follows the provided instructions, and generates an output based on the ticket information.

By default, the AI Agent’s response is added to the ticket as a private note. Optionally, the response can be mapped to ticket actions, allowing BoldDesk to automatically update ticket properties such as category, priority, status, or tags.

This automation helps support teams reduce manual effort, maintain consistent ticket processing, improve response accuracy, and accelerate ticket triage. AI Trigger Orchestration can be used for a variety of scenarios, including ticket categorization, priority assignment, sentiment analysis, ticket summarization, and SLA risk detection.

Prerequisites

Before configuring AI Trigger Orchestration, ensure that the following requirements are met:

• Your BoldDesk account has sufficient AI credits to run AI Agent operations.
• At least one AI Agent has been created and published.
• You have identified the ticket fields that should be provided to the AI Agent as contextual information.
• If response mapping will be used, you have identified the ticket properties that should be updated automatically.

Configuring AI Trigger Orchestration

Follow these steps to create an AI Trigger Orchestration rule.

Step 1. Open AI Trigger Orchestration

1. Go to Admin.

2. In the left navigation menu, select AI Automation.

3. Click AI Trigger Orchestration.

4. Click Add to create a new orchestration rule.

   

From this page, you can create, edit, and manage orchestration rules.

Step 2. Choose the Rule Condition

The Choose Condition step determines when the AI Agent should be invoked.

1. Enter a unique Rule Name.

2. Optionally, provide a Description.

3. Configure the conditions

4. Click Next.
   

   
   
   

Step 3. Configure AI Agent Invocation

The Invoke AI Agent step defines how the selected AI Agent processes tickets that match the configured conditions.
When the rule runs, the AI Agent receives the selected ticket context fields and follows the configured instructions to generate a response.

Choose an AI Agent

1. In the Choose AI Agent field, select the AI Agent that should process matching tickets.

2. Verify that the selected AI Agent is appropriate for the intended workflow.
   

   
   
   

The selected AI Agent determines how the ticket information is analyzed and processed.

Select Ticket Context Fields

Ticket Context Fields determine which ticket information is sent to the AI Agent.

1. In the Ticket Context Fields field, choose one or more ticket fields that the AI Agent should use while generating the response.

2. Select only the fields that are relevant to the AI Agent’s task.
   

   
   
   

Examples of commonly used context fields include:

• Ticket ID
• Subject
• Description
• Brand Name
• Category
• Priority
• Requester Details
• Custom Fields

Providing relevant context helps the AI Agent generate more accurate and meaningful responses.

Configure Additional Instructions

The Additional Instructions field allows administrators to define how the AI Agent should process tickets.

1. Enter clear and specific instructions.

2. Define business rules, response expectations, or output formats.

3. Include any workflow-specific guidance required by your organization.
   

   
   
   

Examples of instructions include:

• Categorize tickets based on issue type
• Analyze customer sentiment.
• Assign an appropriate priority level.
• Return the response in JSON format.
• Recommend escalation when necessary.

Configure AI Response Handling

By default, the AI Agent’s response is added to the ticket as a private note.

To automatically update ticket properties, enable Map AI Response to Ticket Actions. When enabled, the AI response is applied to the configured ticket actions instead of being added as a private note.

To configure mapping:

1. Select the Map AI Response to Ticket Actions checkbox.

2. Choose the ticket action from the dropdown.

3. Click Add new action if more actions need to be mapped.
   

   
   
   

4. Once saved, the rule will run when a ticket matches the configured condition.

How AI Trigger Orchestration Works

The following workflow occurs when a ticket matches a configured rule:

1. A ticket event occurs.
2. BoldDesk evaluates the configured rule conditions.
3. When the conditions match, the selected AI Agent is invoked.
4. The selected ticket context fields are sent to the AI Agent.
5. The AI Agent processes the information according to the configured instructions.
6. The AI Agent returns a response.
7. BoldDesk either:
   • Adds the response as a private note, or
   • Maps the response to configured ticket actions.

Use Cases

Automatic Ticket Categorization

Automatically classify incoming tickets into categories such as:

• Billing
• Technical Support
• Sales
• Feature Requests

Benefits:

• Reduces manual classification
• Improves routing accuracy
• Speeds up triage

Automatic Priority Assignment

Analyze ticket details and assign an appropriate priority level.
Benefits:

• Consistent prioritization
• Faster incident response
• Improved workload management

Sentiment Analysis and Escalation

Detect negative customer sentiment and escalate tickets when necessary.
Benefits:

• Improves customer retention
• Enables proactive support
• Identifies high-risk conversations

SLA Risk Detection

Identify tickets that may breach SLA targets.
Benefits:

• Improves SLA compliance
• Supports proactive intervention
• Reduces missed deadlines

Troubleshooting

The AI Agent is not available in the dropdown

Check whether the AI Agent has been created and published in BoldDesk.

The rule does not run

Review the configured condition and confirm that the ticket matches the rule criteria.

The ticket property is not updated

Make sure Map AI Response to Ticket Actions is enabled and that the selected action supports the returned value.

The AI response is added as a private note

This is the default behavior when Map AI Response to Ticket Actions is not enabled.

The AI output is not accurate

Review the selected ticket context fields and update the additional instructions to make the AI Agent’s task clearer.

Permissions

To create, edit, or manage AI Trigger Orchestration rules, your role must include the Manage Settings permission.

If you cannot access the AI Trigger Orchestration page, verify that the Manage Settings permission is enabled for your role. For more information about configuring role permissions, explore Managing Roles and Permissions in BoldDesk.

Frequently Asked Questions

1. Why are AI credits required to use AI Trigger Orchestration?
   AI credits are required because the feature invokes an AI Agent to analyze ticket information and generate a response. Each AI action may consume credits based on the AI usage in your BoldDesk account.

2. What happens if there are no available AI credits?
   If there are no available AI credits, the AI Agent will not run when the orchestration rule is triggered. Make sure your account has sufficient AI credits before using this feature in an active workflow.

3. Can I use AI Trigger Orchestration without mapping the AI response to ticket actions?
   Yes. If Map AI Response to Ticket Actions is not enabled, the AI Agent response is added to the ticket as a private note by default.

4. When should I enable Map AI Response to Ticket Actions?
   Enable Map AI Response to Ticket Actions when you want the AI Agent response to update ticket properties automatically instead of adding the response as a private note.

5. Can I select multiple ticket context fields?
   Yes. You can select one or more ticket context fields. The selected fields help the AI Agent understand the ticket details and generate a more accurate response.