How to Review AI Agent Activity in a BoldDesk Ticket
BoldDesk records AI Agent assignments, generated outputs, and execution activity directly within a ticket. The AI Agents tab provides summary cards for the Response Agent, Background Agent, and Trigger Orchestration, together with an activity timeline for reviewing individual executions.
This article explains how to use the AI Agents tab, interpret the information displayed for each AI Agent type, filter the activity timeline, and verify the resulting ticket actions.
Prerequisite
Prior to examining the activities of the AI Agent in a ticket, please verify that your Ticket Access Scope authorizes you to access the relevant ticket.
The information displayed in the AI Agents tab depends on the current AI Agent assignments and the activity previously recorded for the ticket.
Review the AI Agents Tab
To review AI Agent information for a ticket:
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Open the applicable ticket in the BoldDesk Agent Portal.
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Select the AI Agents tab.
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Review the summary cards at the top of the tab.
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Review the individual records in the Activity section.
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Use the activity filters when you need to display records for a specific AI Agent type.
Understand the AI Agent Summary Cards
The summary cards show the currently assigned AI Agents and the available output totals for the ticket.
| AI Agent Type | Purpose | Information Displayed |
|---|---|---|
| Response Agent | Generates customer-facing replies, drafts, and notes directly within the ticket. | Assigned agent, replies, notes, and drafts |
| Background Agent | Analyzes ticket content and generates findings in the background. | Assigned agent and notes |
| Trigger Orchestration | Analyzes ticket information and performs actions based on configured instructions. | Triggers, replies, notes, and field updates |
An assigned AI Agent name can appear as a link. Select the link to open the applicable AI Agent configuration when access is available.
If no AI Agent of a particular type is currently assigned, the card displays:
No agent assigned
A value displayed as -- indicates that no corresponding count is available. A value displayed as 0 indicates that no output of that type is recorded for the ticket.
The summary cards show current assignments. The Activity section retains historical execution records, even when a card currently displays No agent assigned.
Understand the Activity Timeline
The Activity section displays individual AI Agent execution records associated with the ticket.
BoldDesk creates an activity record when a Response Agent, Background Agent, or Trigger Orchestration agent performs a supported execution.
Depending on the AI Agent type and result, a record can include:
- AI Agent name
- AI Agent type
- Invocation status
- Event associated with the execution
- Rule that invoked the AI Agent
- Configured run events
- AI response type or findings output
- Resulting action
- Related reply, note, or field-update reference
- Relative activity time
The resulting actions can include:
- Draft generated
- Reply added
- Public note added
- Private note added
- Ticket field updated
One AI Agent execution can create separate records for:
- The AI Agent invocation.
- The applicable rule or configuration context.
- The resulting ticket action.
Filter AI Agent Activity
Use the filters above the activity timeline to display records for a specific AI Agent type.
| Filter | Records Displayed |
|---|---|
| All | All AI Agent activity recorded for the ticket |
| Response Agent | Response Agent invocations and generated replies, notes, or drafts |
| Background Agent | Background Agent invocations and generated findings or notes |
| Trigger Orchestration | Trigger Orchestration rules and resulting ticket actions |
To filter the activity:
- Go to the Activity section.
- Select All, Response Agent, Background Agent, or Trigger Orchestration.
- Review the filtered records.
Review Response Agent Activity
Response Agent activity identifies the event and rule that generated customer-facing ticket content.
A Response Agent record can display:
| Field | Description |
|---|---|
| Event | Ticket event associated with the execution |
| Rule | Rule that invoked the Response Agent |
| AI Response Type | Type of generated content, such as a reply |
| Reply Added, Note Added, or Draft Added | Resulting content created by the Response Agent |
| Related ID | Link to the generated ticket content |
To review the generated content:
- Select the Response Agent filter.
- Locate the applicable resulting-action record.
- Click the related reply, note, or draft ID.
- Review the generated content in the ticket conversation.
When a Response Agent adds a customer-facing reply, the ticket can display:
AI Replied
Response Agent replies are customer-facing. Review the Response Agent configuration and generated output to ensure that the response follows the organization’s support and communication guidelines.
Review Background Agent Activity
Background Agent activity identifies the event that initiated the analysis, the applicable rule, and where the generated findings were added.
A Background Agent record can display:
| Field | Description |
|---|---|
| Event | Ticket event associated with the recorded execution |
| Rule | Rule associated with the Background Agent invocation |
| Runs On | Ticket events configured to invoke the rule |
| Findings Output | Location where the generated findings are added |
| Related ID | Link to the generated note or message |
To review the generated findings:
- Select the Background Agent filter.
- Locate the applicable resulting-action record.
- Click the related note or message ID.
- Review the generated content in the ticket conversation.
When the Background Agent adds a private note, the ticket can display:
AI Note · Private
Private notes are intended for internal ticket communication and are not displayed to customers through the Customer Portal.
Review Trigger Orchestration Activity
Trigger Orchestration activity identifies the automation rule and the action performed on the ticket.
A Trigger Orchestration record can display:
| Field | Description |
|---|---|
| Rule | Automation rule that invoked the AI Agent |
| Action | Resulting action, such as a public or private note |
| Related ID | Link to the corresponding ticket message or update |
| Activity time | Time associated with the execution |
To verify the result:
- Select the Trigger Orchestration filter.
- Locate the applicable activity record.
- Review the rule and performed action.
- Click the related message or update ID.
- Confirm that the resulting ticket content matches the configured instructions.
Understand AI-Generated Content Indicators
BoldDesk can display an indicator near the ticket information after an AI Agent adds content.
| Indicator | Meaning |
|---|---|
| AI Replied | An AI Agent added a customer-facing reply |
| AI Note · Private | An AI Agent added a private note |
| Private | The ticket is private and is not visible to the customer through the Customer Portal |
Use the AI Agents activity records and related content IDs to identify the AI Agent and rule associated with the generated content.
The Activity section records execution details. The resulting content or ticket changes can appear in Messages, History, or Ticket Properties.
Troubleshooting
No Agent Assigned Is Displayed
This message indicates that no AI Agent of that type is currently assigned.
Confirm that:
- The required AI Agent is configured, published, and active.
- The AI Agent is available for the ticket’s brand.
- The applicable assignment conditions are satisfied.
Historical activity can remain visible even when no AI Agent is currently assigned.
The Activity Section Is Empty
Confirm that:
- An AI Agent was invoked for the ticket.
- The correct filter is selected.
- The required AI Agent and rule are active.
- The ticket satisfies the applicable conditions.
Select All to check for activity under another AI Agent type.
Multiple Activity Records Appear for One Execution
This behavior can be expected. One execution can generate separate records for:
- Invocation status
- Rule or configuration context
- Resulting action
Compare the AI Agent name, type, event, rule, related content ID, and execution time before treating the records as separate executions.
Frequently Asked Questions
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Where can I review AI Agent activity for a ticket?
Open the ticket and select the AI Agents tab. -
What is the difference between a summary card and an activity record?
A summary card displays the current assignment and output totals. An activity record displays details for an individual execution or execution stage. -
Why does a card show No agent assigned while historical activity is available?
The card shows the current assignment, while the activity timeline retains previous execution records. -
How can I open content generated by an AI Agent?
Locate the resulting-action record and click the related reply, note, draft, or update ID.
